What is the type of contract for this position?

The contract for this position is a Full-time contract

What's the salary range for the Support Engineer/Technical Writer position?

The suggested salary for this position is $111,000-$150,000*

Is telecommuting possible for this position?

Yes, telecommuting is possible for this position

Support Engineer/Technical job at Tines

Founded in 2018 in Dublin, Tines is a smart, secure workflow platform designed to automate any manual task, regardless of complexity. By automating workflows, Tines empowers frontline teams to reduce monotonous, manual work and free up valuable time and resources.

Tines is an integrator across your entire stack - if it offers an API, Tines connects with it. Having firmly established Tines as the de-facto automation platform for cybersecurity teams, we’re expanding horizontally to IT, Product, Engineering, and Infrastructure teams. Tines was built for everyone, delivering transformative and innovative enterprise software to industry leaders like Canva, Intercom, Databricks, Mars and Reddit.

We’re excited about what we’re doing and what’s to come, and we’re looking for others who can lead by our values of Simplicity, Speed, and Soundness. Because Tines is about delivering exceptional customer experiences, while creating a company culture that nurtures individual curiosity, growth, and integrity.

We’re looking for a Knowledge Support Engineer to join our growing Customer Support Engineering Division at Tines. This is an innovative team that will support our rapid growth and expansion in the North America region.

This role is a blend of Knowledge Support Engineering (circa 80%) with Technical Writing (circa 20%). You’ll assist our existing clients with resolving their technical problems when using Tines products and services and also help grow and scale the team through the resolution of cases and creation of technical content.

As Knowledge Support Engineer, you will be responsible for resolving customer technical queries (Tier 1 and Tier 2), recommending technical solutions, creating technical content, and guiding Tines product users through features and functionalities. Being the face of Tines’ Technical Support to our customers is key to establishing a long-term relationship with our existing customers, enabling them to gain maximum benefit from Tines’ software and assisting them to gain efficiencies in their day-to-day work.

You can work remotely within the Greater Boston Area or hybrid from our US office in Boston.

What You Will Be Doing:

Provide technical support for the Tines automation platform
Contribute to support resources in the form of the creation of technical content
Use support tools such as Slack, Zoom, Intercom and Zendesk to solve customer queries
Handle incoming technical queries from various support channels as well as escalations from other members of Tines
Troubleshoot and document solutions to customer queries, including but not limited to API integrations, systems issues, network and security-related impediments, 3rd party integrations, and multi-product workflows
Resolve product or service problems by exploring the client's request, determining the cause of the problem, and selecting and explaining the best solution
Build strong relationships with other team members within support and the wider company acting as the voice of the customer
Work closely with the other customer success team members in regions to resolve customer queries together, and support renewals and expansion opportunities
Use broad technical product expertise to help customers increase adoption
Review incoming technical queries from various support channels as well as escalations from other members of the Tines organization to determine the gaps in Tines content
Proactively identify improvements to the product, identify bugs and otherwise determine high-impact opportunities to enhance the customer experience

What you bring with you:

Experience in a technical support role with a SaaS company across various channels
Self-motivated, goal-oriented, excellent organizational skills, and superior time management skills
Superb documentation, customer service, and communication skills
Experience with owning and successfully resolving customer escalations
A proven track record of customer empathy, urgency, and technical competency
Experience with APIs, interpreting API documentation and SDKs
Familiarity with at least one modern markup and programming language such as XML, C#, Python, PHP, JavaScript/jQuery, or similar
Experience troubleshooting in a web-based environment including HTTP, JSON, HTML
Familiarity with structured query languages such as SQL
Troubleshooting experience of AWS, Docker, and Regex is beneficial but not required
An understanding of the computer networking principles (Firewalls, Network Protocols, Subnetting) is beneficial but not required

At Tines, we’re all about trying new things and taking the leap. If you’re second-guessing your application, we hope you’ll trust your gut and take the leap too! Applying for a new job isn’t always easy, especially if you’re thinking of a career pivot – but we’re big believers in learning and growth here at Tines, so you’ve nothing to worry about. A variety of experience, perspectives, and voices makes us the company we are. We’d love to hear from you.

Tines provides equal employment opportunities to all employees and applicants for employment without regard to sex, race, colour, ethnic or social origin, genetic features, language, religion or belief, political or any other opinion, membership of a national minority, property, birth, disability, age or sexual orientation.

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Support Engineer/Technical Writer

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