Senior Technical Support Engineer
Tines
full-time
Posted on:
Location Type: Remote
Location: Remote • 🏈 Anywhere in North America
Visit company websiteJob Level
Senior
Tech Stack
DockerKubernetes
About the role
- Provide technical support and consultation to customers, sales teams, and service partners; troubleshoot and diagnose complex technical issues and ensure customer satisfaction
- 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
Requirements
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
API implementationautomationtroubleshootingtechnical supportcontainerizationDockerFargateKubernetesTinesformulas
Soft skills
mentoringcoachinganalytical skillscommunicationcustomer satisfactionownershiptechnical curiosityproblem-solvingcollaborationfeedback