About the company
Tines is the intelligent workflow company powering critical workflows for IT and security teams, with customers including Canva, Reddit, SAP, Coinbase, Mars, Fin (Intercom), and McKesson.
Responsibilities
- End-to-end ownership of technical inquiries across Slack, in-app chat, and email
- Troubleshooting complex customer issues for core applications (API integrations, security, multi-product workflows) and self-hosted infrastructure
- Building, troubleshooting, documenting, and modifying workflows on remote sessions with customers
- Acting as Voice of the Customer, translating challenges and bugs into actionable reports for Engineering and Product
- Building cross-functional relationships across Support, Engineering, and Customer Success
- Participating in 24x7 on-call rotation for urgent issues
Requirements
- 5+ years in technical support roles within SaaS environments
- Experience supporting regulated government environments: FedRAMP, IL5, CMMC, CUI handling
- Deep understanding of HTTP methods, REST and GraphQL APIs, JSON
- IAM experience: SAML, OAuth/OIDC, SCIM, JIT provisioning across Okta, Azure AD/Entra ID, Ping
- Containers: Docker/Docker Compose, Podman, Kubernetes (Helm), AWS Fargate
- SQL fundamentals
- Code literacy in Python, JavaScript, or Ruby
- Exposure to LLM APIs, prompt structures, MCP
- Escalation management and customer-centric communication
Conditions
- Remote within the United States
- U.S. citizenship required due to government customer requirements