Technical Support Engineer - West

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