Key skills
Technical supportAutomationWeb-based troubleshootingHTTPSSLNetworkingAPI integrationAPI documentation interpretationSDKsProgramming languages - PythonProgramming languages - TypeScriptProgramming languages - RubyQuery languages - SQLQuery languages - GraphQLAuthentication protocols - OAuthAuthentication protocols - JWTAnalytical skillsCustomer empathyTypeScriptPythonRubySQLAIGraphQLOAuthJWTLeadershipCommunicationTime Management
About this role
Tines is a company founded in 2018 with co-headquarters in Dublin and Boston, specializing in intelligent workflow platforms. The Technical Support Engineer role involves providing technical support and consultation to customers, troubleshooting technical issues, and ensuring customer satisfaction through timely resolutions.
Responsibilities:
- 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
Requirements:
- 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
- An understanding of the computer networking principles (Firewalls, Network Protocols, Subnetting)
- Experience supporting customers using AI and experience with leveraging AI to increase professional effectiveness
- Fluent Spanish
- Tines' certification