Handling incoming technical queries via IM and email
Troubleshoot customer inquiries, including but not limited to API integrations, systems issues, network and security-related impediments, 3rd party integrations, and multi-product workflows
Resolve product or service problems by exploring the client's request, determining the cause of the problem, and selecting and explaining the best solution to solve the problem.
Interpreting API documents and creating Tines workflows
Build strong relationships with other team members within Support and the wider company, acting as the voice of the customer
Configuring and implementing authentication types like OAuth and JWT
Documenting the steps needed to connect to new tools or document any new workflows
Building, troubleshooting, documenting, and modifying workflows on remote sessions with customers
Contribute to Customer Support resources and deliver meaningful product feedback as the voice of the customer to leadership and relevant internal teams
Proactively identify improvements to the product, identify bugs, and otherwise determine high-impact opportunities to enhance the customer experience
Promote Tines products and services to customers and prospective customers via evaluation of their service and support needs
Proactively engaging with other teams to help improve processes and features.

Two years plus of technical support experience in automation or a related field
Experience troubleshooting in a web-based environment, including HTTP, SSL, and basic networking
Experience with APIs, interpreting API documentation, and SDKs
Excellent communication, analytical, and troubleshooting skills
Experience handling inbound technical customer requests in various form channels (chat, email)
A proven track record of customer empathy, urgency, and technical competency
Self-motivated, goal-oriented, excellent organizational skills, and superior time management skills
Familiarity with at least one modern programming language, such as Python, TypeScript, or Ruby
Familiarity with query languages such as SQL, and GraphQL
Ability to communicate complex technical concepts to non-technical and technical stakeholders alike.

Technical Support Engineer

Key skills