Technical Support Engineer - West
Technical Support Engineer handles customer technical queries via chat and email, troubleshoots API integrations, workflows, and networking issues, and builds customer relationships. Requires 2+ years support experience, API familiarity, and programming skills like Python or SQL.
What you will be doing
- Handling incoming technical queries via IM and email
- Troubleshoot customer inquiries, 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 to solve the problem.
- Interpreting API documents and creating Tines workflows
- Build strong relationships with other team members within Support and the wider company, acting as the voice of the customer
- Configuring and implementing authentication types like OAuth and JWT
- Documenting the steps needed to connect to new tools or document any new workflows
- Building, troubleshooting, documenting, and modifying workflows on remote sessions with customers
- Contribute to Customer Support resources and deliver meaningful product feedback as the voice of the customer to leadership and relevant internal teams
- Proactively identify improvements to the product, identify bugs, and otherwise determine high-impact opportunities to enhance the customer experience
- Promote Tines products and services to customers and prospective customers via evaluation of their service and support needs
- Proactively engaging with other teams to help improve processes and features.
What you bring with you
- Two years plus of technical support experience in automation or a related field
- Experience troubleshooting in a web-based environment, including HTTP, SSL, and basic networking
- Experience with APIs, interpreting API documentation, and SDKs
- Excellent communication, analytical, and troubleshooting skills
- Experience handling inbound technical customer requests in various form channels (chat, email)
- A proven track record of customer empathy, urgency, and technical competency
- Self-motivated, goal-oriented, excellent organizational skills, and superior time management skills
- Familiarity with at least one modern programming language, such as Python, TypeScript, or Ruby
- Familiarity with query languages such as SQL, and GraphQL
- Ability to communicate complex technical concepts to non-technical and technical stakeholders alike
Desirable Experience
- An understanding of the computer networking principles (Firewalls, Network Protocols, Subnetting)
- Experience supporting customers using AI and experience with leveraging AI to increase professional effectiveness
- Fluent Spanish
- Tines’ certification
Target Annual Compensation: $85-95K
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