Tines

Customer Success Manager

• Leading a first-class onboarding experience and ensuring customer use cases and requirements are met in the specified timeline
• Translating technical customer needs to internal technical teams and delivering feedback to the Product team on new feature requests and enhancements to shape and improve the platform
• Coordinating onboarding and business reviews to evaluate performance, learn about the customers priorities, and locate new opportunities to promote expansion within existing and new teams
• Partnering with internal resources to build account plans and align customer needs with use cases to increase platform usage
• Proactively identify risks to the customer achieving their stated goals, and work with the CSM / PM teams to develop and drive a comprehensive risk mitigation plan
• Identifying issues that impact customers and/or challenges in the business and providing thought leadership in finding a customer solution or assisting in co-development of process improvement, programs and/or assets
• Developing and driving a renewal plan and delivering a strategic message to analysts, management, and the C-Suite on the value of Tines and next steps for the account
• Review account dashboards, metrics, log-ins, and use cases to determine the health of the customer

Frontend Engineer

Senior Software Engineer, Frontend

Executive Assistant

• Manage complex calendars, schedule internal and external meetings, and coordinate across time zones.
• Take meeting notes as requested, follow up on action items, and ensure deadlines are met across multiple priorities.
• Handle confidential information with discretion and professionalism.
• Plan and orchestrate work to ensure the senior executives' priorities are met, organizational goals are achieved, and best practices are upheld.
• Collect receipts and invoices and prepare expense reports on Navan.
• Serve as the point of contact between executives and internal/external stakeholders.
• Draft, edit, and proofread executive communications.
• Ensure timely, accurate dissemination of information such as agendas, documents, and presentation materials to relevant parties.
• Coordinate complex domestic and international travel and travel-related activities, including flights, hotels, transportation, meetings and meals.
• Plan and provide on-site support for team and department off-sites, board meetings, incentive trips and client events.

Solutions Engineer

• Develop strong and deep knowledge of Tines no-code automation and apply your knowledge to security & IT operations challenges that our customers face
• Create and deliver strategic presentations to prospective customers and key alliance partners, clearly communicating the value and differentiation of Tines solutions
• Build and demo Tines Stories with customers to show value and win sales
• Manage the technical decision process with customers, setting and managing expectations in proof of value and/or evaluations
• Collaborate with Sales to identify key use cases to support competitive account strategies that solve customer challenges
• Support enablement of Tines’ priority channel and technical alliance partners, and support their pre-sales engineers on customer engagements
• Be a key source of market feedback into the product organization
• Contribute to our knowledge base by sharing key customer experiences, technical competitive insights, creating new Tines automation stories from customer and partner interactions and more
• Support and act as a mentor to the greater Solutions Engineering team in developing metrics and refining SE operations into best practices that are shared across all SE teams
• Product Expertise: Viewed as an expert in explaining complex technical issues to Architects, IT Decision Makers, and C-level personnel
• Works on multi-faceted problems that always require new and creative thinking and has latitude in making recommendations.
• Major participation in community events as a Subject Matter Expert
• Perform discovery in the most complex business and technical environments.
• Handle sensitive discovery exercises across multiple conflicting senior stakeholders.
• Present the Tines platform in conjunction with associated enterprise technologies in the most complex environments and with expert knowledge of the techniques behind the complex use cases Tines will encounter (e.g., incorporating compliance and data security controls into an architectural approach and presenting the benefits and trade offs of this approach).
• Present the Tines technical strategy and thinking in the evolution of the platform and articulate how this relates to business outcomes.
• Be a public spokesperson for Tines’s technical approach and solution in the market.
• Value Based Selling: Uses critical judgment within broad techniques, methods, and guidelines
• Acts in a leadership role for solution strategy in accounts and territories as a principal contact with senior company management
• Can operate independently in the opportunity for more than 75% of the time.
• As part of this role, will coordinate all appropriate technical resources required including Customer Success, Professional Services, Engineering, and Partners to drive execution of the technical sale.
• Coach and Mentor: Provide mentorship and active coaching to less experienced SEs on the team beyond technical capabilities to soft skills, sales skills, etc.
• Product Enhancement: Demonstrate thought leadership in the Automation and Integration domains and their evolution
• What you bring with you: 12+ years of experience in a pre-sales / sales engineering or technology delivery position at a SaaS company
• Strong technical background and experience working with APIs, and a curiosity to learn new cloud technologies
• Security and/or IT industry experience
• Strong skills and experience with uncovering customer needs
• Experience with delivering compelling demos to customers and winning technical evaluations
• Experience communicating with business and technical audiences
• A love for learning, open to giving and receiving feedback and passionate about making clients successful
• Project management skills and ability to deliver customer solutions
• Analytical skills and the ability to craft actionable insights from complex data
• A startup mentality with the ability to adapt in a fast-paced environment
• Ability to travel up to 30% of the time

Principal Solutions Engineer (NYC or Atlanta) 

Compliance

• FedRAMP Certification Efforts - Assist our FedRAMP certification program, including gap analysis, remediation planning, documentation development, and coordination with 3PAO assessors
• Maintain SOC 2 Compliance - Support continuous compliance with SOC 2 requirements, including evidence collection, control testing, and audit coordination
• Vendor Risk Management - Establish and manage a comprehensive vendor risk assessment program, evaluating security controls and compliance posture before acquisition
• Risk Assessment and Management - Conduct thorough risk analyses for systems, processes, and third-party applications, implementing appropriate controls to mitigate identified risks
• Compliance Automation - Leverage Tines automation capabilities to streamline compliance processes, evidence collection, and reporting
• Customer Security Assurance - Respond to customer security inquiries, questionnaires, and audit requests, maintaining our Trust Center with up-to-date documentation
• Policy Development and Maintenance - Review, update, and develop security policies and procedures aligned with regulatory requirements and industry best practices
• Cross-functional Collaboration - Partner with engineering, product, legal, and leadership teams to embed compliance requirements into organizational processes
• Contract Review and Management - Collaborate closely with the legal team to review contracts for security and compliance requirements, ensure appropriate security provisions are included, identify potential compliance risks, and recommend mitigating controls. Help develop standardized security language for various contract types.
• Regulatory Monitoring - Stay current with evolving compliance standards and regulatory requirements relevant to our business and customers

Senior GRC Analyst

Support Engineer

• Founded in 2018 with co-headquarters in Dublin and Boston, Tines powers some of the world's most important workflows. Our orchestration, automation, and AI platform enables businesses to operate more effectively, mitigate risk, reduce tech debt, and focus on high-impact work.\n• Tines serves a diverse range of customers, from startups to public companies, including Canva, Databricks, Elastic, Kayak, Intercom, and McKesson. As an integrator across the entire tech stack, Tines connects with any API-enabled service. This flexibility enables our customers to achieve their highest-priority goals faster. And because Tines is secure and private by design, it’s popular with security, IT and other security-focused teams.\n• At Tines, we’re driven by our values of Simplicity, Speed, and Soundness. We’re committed to delivering exceptional customer experiences while fostering a company culture that nurtures individual curiosity, growth, and integrity. We’re excited about what’s next, and we’re looking for others to join us on our journey.\n• This is a remote role that must be based in PST or MST.\n• At Tines, our Technical Support team is highly regarded by our customers for their expertise, responsiveness, and commitment to customer success. Our Technical Support team is critical in providing world-class support, troubleshooting complex issues, and delivering a seamless experience for our customers. We partner closely with Customer Success, Product, and Engineering teams to drive customer satisfaction, optimize issue resolution, and enhance the overall customer experience.\n• As a Manager, Technical Support, you will be responsible for managing and growing a team of Technical Support Engineers (TSEs), ensuring the delivery of high-quality technical support, and continuously improving our support processes. You will work cross-functionally to ensure customers receive timely resolutions and exceptional service, driving customer success and operational efficiency.\n• Key Responsibilities: Lead, mentor, and coach a team of Technical Support Engineers; Continue to deliver technical support to Tines customers as part of a player/leader position; Foster a culture of technical excellence, continuous learning, and a customer-first mindset; Drive team motivation, engagement, and performance through ongoing coaching and development; Identify and implement opportunities for process improvements and automation to enhance support efficiency; Collaborate with internal stakeholders, including Customer Success, Product, and Engineering teams, to resolve complex technical issues and provide customer feedback on product improvements; Develop and track key support metrics (e.g., response times, customer satisfaction, case deflection) to measure team effectiveness and identify trends; Own the hiring and onboarding of new team members. Enhance our new hire enablement and create a world-class experience for new hires; Drive retention of top-tier Technical Support talent and maintain a positive culture within the team. Develop and deliver customer support offerings, including Federal and Enterprise support; Support the Head of Customer KES with projects and initiatives to drive performance; Encourage knowledge sharing by internal documentation, training, and enablement.\n• What You Bring: 5+ years of experience in providing technical support for enterprise software solutions; 2+ years of people management or team leadership experience on a technical support engineering team; Excellent troubleshooting and problem-solving skills, with a deep understanding of troubleshooting methodologies and best practices; Experience working with REST APIs and debugging API-related issues; Passion for working with technical customers and guiding teams to resolve complex issues; Ability to analyze support trends and implement strategies to enhance customer experience; Strong collaboration and communication skills to interact effectively with customers, internal stakeholders, and executive leadership; Familiarity with security automation, IT workflows, or related domains; Experience developing enablement content such as knowledge base articles, video tutorials, and webinars.\n• This role is an excellent opportunity to develop technical leadership skills to drive the success of a growing support team, influence product development, and contribute to the long-term success of our customers.\n• Target Annual Compensation: $130-145K

Customer Success Manager

Senior Software Engineer, Frontend

Executive Assistant

Principal Solutions Engineer (NYC or Atlanta)

Senior GRC Analyst

Manager, Technical Support Engineering