About the company
Tines is the intelligent workflow company that powers some of the world's most important workflows. Tines has been supporting IT and security teams from customers including Canva, Reddit, SAP, Coinbase, Mars, Fin (Intercom), and McKesson.
Responsibilities
- Handle technical inquiries received across multiple channels (Slack, in-app chat, and email)
- Troubleshoot customer inquiries, including API integrations, systems issues, network and security-related impediments, 3rd party integrations, and multi-product workflows
- Interpret API documents and create Tines workflows
- Configure and implement authentication types like OAuth and JWT
- Document steps needed to connect to new tools or document new workflows
- Build, troubleshoot, document, and modify workflows on remote sessions with customers
- Build strong relationships with other team members within Support and the wider company
- Contribute to Customer Support resources and deliver meaningful product feedback
- Proactively identify improvements to the product, identify bugs
- Write clear, structured handover notes at the start and end of each shift
- Make independent judgment calls on prioritization, troubleshooting approach, and escalation
Requirements
- 2+ years of technical support experience within a SaaS environment, ideally in automation
- Practical experience constructing, testing, and debugging REST and GraphQL API requests
- Exposure to implementing or troubleshooting AI actions and agentic workflows, including LLM APIs, prompt structures, and protocols such as MCP
- Experience troubleshooting in a web-based environment, including HTTP, SSL, and basic networking
- Excellent communication, analytical, and troubleshooting skills
- Ability to communicate complex technical concepts to non-technical and technical stakeholders
- Experience handling inbound technical customer requests in various form channels
- Familiarity with at least one modern programming language, such as Python, TypeScript, or Ruby
- Familiarity with query languages such as SQL and GraphQL
- Demonstrated ability to work autonomously
- Comfort with ambiguity and self-directed problem-solving
- Resilience and composure when handling difficult technical or customer issues
- Ability to context-switch effectively between collaborative and independent work
Conditions
- Remote in Ireland
- Schedule: Sunday - Wednesday, 6:00 am – 16:00 pm local time
- Follow-the-sun rotation with weekend shifts worked solo
- Desirable: understanding of computer networking principles, experience supporting customers using AI, fluent German, Tines certification, familiarity with Docker, Postgres, Redis/Valkey, load balancers, and cloud orchestration platforms