Technical Support Engineer II - Federal

Responsibilities

• Tines has been supporting IT and security teams from a diverse range of customers, including Canva, Reddit, SAP, Coinbase, Mars, Fin (Intercom), and McKesson.
• As an integrator across the entire tech stack, Tines is vendor-agnostic integrating with any API-enabled service. This flexibility enables our customers to achieve their highest-priority goals faster. Tines has security woven into its DNA, and our platform is secure and private by design.
• We're seeking an experienced Technical Support Engineer to join our Federal support team at Tines. In this role, you'll provide exceptional technical guidance to our Federal and adjacent customers while helping us scale and enhance our support operations.
• As a key member of our support team, you'll resolve complex technical challenges with Tines Cloud and self-hosted deployments.You will develop innovative solutions that help customers maximize their Tines investment and guide users through product features and advanced functionality.
• Being the face of Tines’ Technical Support is key to establishing long-term relationships with our customers, enabling them to gain maximum benefit from Tines by removing blockers to building workflows.
• At Tines, we've created a collaborative environment where continuous learning and professional growth are valued and prioritized. If you're passionate about solving technical challenges, helping customers succeed, and growing with a dynamic team, we'd love to hear from you.
• Troubleshooting complex customer issues and providing guidance for both core applications (API integrations, security, multi-product workflows) and self-hosted customer infrastructure (deployment environments, networking, system dependencies) both asynchronously and over live remote sessions
• Building, troubleshooting, documenting, and modifying workflows and/or on remote sessions with customers
• Building strong cross-functional relationships across Support, Engineering, and Customer Success to refine internal workflows, improve escalation paths, and streamline knowledge sharing.
• Participating in a 24x7 on-call rotation for urgent customer support issues and related incident management

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