Technical Support Engineer II - Federal

Tines

7h

About The Position

Tines is seeking an experienced Technical Support Engineer to join its Federal support team. The role provides technical guidance to Federal and adjacent customers, resolves complex challenges involving Tines Cloud and self-hosted deployments, and helps scale and improve support operations. The engineer helps customers maximize their investment in Tines, use product features and advanced functionality, and overcome blockers to building workflows.

The position owns customer technical inquiries across Slack, in-app chat, and email, and troubleshoots application integrations, security, multi-product workflows, and customer-hosted infrastructure. It also involves building and modifying workflows with customers, representing customer feedback to Engineering and Product, collaborating across Support, Engineering, and Customer Success, and participating in a 24x7 on-call rotation for urgent issues and incident management. Applicants must be U.S. citizens and perform work while located in the United States due to U.S. Government customer requirements.

Requirements

• At least 5 years of technical support experience in SaaS environments, with progressive responsibility and expertise.
• Demonstrated experience supporting customers in regulated government environments.
• Strong understanding of FedRAMP and IL5 compliance controls, CMMC guidelines, and Controlled Unclassified Information (CUI) handling requirements.
• Methodical troubleshooting approach, strong analytical skills, and logical thinking.
• Deep understanding of modern web architectures, including HTTP methods, REST and GraphQL APIs, and JSON data structures.
• Practical experience configuring and debugging enterprise authentication standards, including SAML, OAuth/OIDC, SCIM, and JIT provisioning, across identity providers such as Okta, Azure AD/Entra ID, or Ping.
• Hands-on experience deploying and debugging containerized applications with tools such as Docker/Docker Compose, Podman, Kubernetes via Helm, and cloud services such as AWS Fargate.
• Ability to read, understand, and execute SQL queries for inspecting data, verifying configurations, and supporting self-hosted application troubleshooting.
• Ability to read and interpret code such as Python, JavaScript, or Ruby; analyze logic flows and stack traces; and debug script-based workflows with customers.
• Experience owning and successfully resolving complex customer escalations.
• Exceptional ability to communicate technical concepts clearly to people with diverse technical backgrounds, balancing accuracy with empathy and urgency.
• Self-motivation, excellent organization, and ability to manage competing priorities.
• Must be a U.S. citizen and perform work while located within the United States.

Nice To Haves

• Understanding of computer networking principles, including firewalls, network protocols, and subnetting.
• A Tines certification.
• Exposure to implementing or troubleshooting AI actions and agentic workflows, including LLM APIs, prompt structures, and protocols such as MCP.

Responsibilities

• Own technical inquiries received through Slack, in-app chat, and email, maintaining responsiveness and ticket hygiene.
• Troubleshoot complex customer issues and provide guidance on core applications, API integrations, security, multi-product workflows, and self-hosted infrastructure, including deployment environments, networking, and system dependencies.
• Support customers asynchronously and through live remote sessions.
• Build, troubleshoot, document, and modify workflows, including during remote customer sessions.
• Translate end-user challenges, bugs, and product feedback into actionable reports for Engineering and Product.
• Build cross-functional relationships with Support, Engineering, and Customer Success to improve internal workflows, escalation paths, and knowledge sharing.
• Participate in a 24x7 on-call rotation for urgent customer support issues and related incident management.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed