Senior Technical Support Engineer

We are looking for a Senior Technical Support Engineer that provides technical support and consultation to customers, sales teams, and service partners. They are essential in troubleshooting and diagnosing complex technical issues, providing best practice advice, timely resolutions, and ensuring customer satisfaction.

This position focuses on enabling colleagues, customers, and partners with significant direct interaction and engagement across all three groups.

What you will be doing:

• Providing prompt responses to and taking ownership of enterprise customers, partners, and colleagues’ queries, with an ability to build, troubleshoot, or modify workflows on calls with customers

• Assisting prospects, customers, partners, and colleagues with advanced Tines queries

• Providing deep knowledge of formulas used within Tines, as well as common patterns like pagination

• Taking ownership of escalations from colleagues as required

• Hosting regular meetings with engineers to review open tickets and escalations, as well as structured mentoring to ensure they have the technical skills they need

• Conduct case reviews and recommend development opportunities to support management

• Partnering with the marketing team for events, blogs, webinars, or write-ups as needed

• Helping shape the future of new features with detailed write-ups, feedback, ideas, and early-stage testing

• Working on specific documentation projects as well as creating, reviewing, and approving content for the Tines Explained knowledge base

• Providing on-call support for weekends and public holidays

What you will bring to the role:

• Comfortable using standard tools like Postman to test APIs

• Significant experience working with and implementing APIs, including poorly documented ones, and connecting to APIs that require complex authentication, such as signed signatures

• Technical curiosity about technology and automation

• Experience with containerization, such as Docker, Fargate, and Kubernetes

• Knowledge of and experience implementing complex automation use cases

• Proven mentoring and coaching skills

• Eight years plus of technical support experience in automation or a related field

• Excellent analytical and troubleshooting skills

• Experience with communicating complex technical ideas to non-technical and technical stakeholders alike