{"id":2079855,"url":"https://alion.io/job/tines-technical-support-engineer-i","title":"Technical Support Engineer I","company":{"id":1934,"name":"Tines","domain":"tines.com","url":"https://alion.io/company/tines","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Boston, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":64000,"max_usd":120000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":74},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agentic Workflows","optional":false},{"name":"AI Agents","optional":false},{"name":"Canva","optional":false},{"name":"GraphQL","optional":false},{"name":"Intercom","optional":false},{"name":"LLM","optional":false},{"name":"Model Context Protocol","optional":false},{"name":"Python","optional":false},{"name":"Rest API","optional":false},{"name":"Ruby","optional":false},{"name":"Slack","optional":false},{"name":"SQL","optional":false},{"name":"Tines","optional":false},{"name":"TypeScript","optional":false},{"name":"AWS","optional":true},{"name":"Azure","optional":true},{"name":"Docker","optional":true},{"name":"GCP","optional":true},{"name":"Google GKE","optional":true},{"name":"Kubernetes","optional":true},{"name":"OpenShift","optional":true},{"name":"PostgreSQL","optional":true},{"name":"Redis","optional":true}],"status":"live","first_seen_at":"2026-10-08T08:54:06Z","employer_posted_date":"2026-10-08","last_verified_at":"2026-10-08T20:50:16Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Tines is the intelligent workflow company that powers some of the world's most important workflows. \nTines has been supporting IT and security teams from a diverse range of customers, including Canva, Reddit, SAP, Coinbase, Mars, Fin (Intercom), and McKesson.\nTines 3B, launched in 2026, is the next generation of Tines - a single, secure environment for every team’s apps, agents and automations.\nAs an integrator across the entire tech stack, Tines is vendor-agnostic integrating with any API-enabled service. This flexibility enables our customers to achieve their highest-priority goals faster. Tines has security woven into its DNA, and our platform is secure and private by design. \nAt Tines, we're driven by our values of Simplicity, Speed, and Soundness. We're committed to delivering exceptional customer experiences while fostering a company culture that nurtures individual curiosity, growth, and integrity. We’re excited about what’s next, and we’re looking for others to join us on our journey.\nA Technical Support Engineer provides technical support and consultation to customers and colleagues. They are essential in troubleshooting and diagnosing technical issues, providing timely resolutions, and ensuring customer satisfaction.\nThis position focuses on responding to, owning, and resolving users' technical queries.\nSchedule: This role works a four-day work week which includes one weekend day (either Wednesday-Saturday or Sunday-Wednesday, 9:00AM - 7:00PM Eastern time) to support our global follow-the-sun coverage, with weekday shifts worked alongside the broader Support team and the weekend shift coordinated with other regional shifts. Tines will consider requests for reasonable accommodation, including for religious observance. \nWhat you will be doing\nHandling technical inquiries received across multiple channels (Slack, in-app chat, and email), maintaining high standards for responsiveness and ticket hygiene\nTroubleshoot customer inquiries, including but not limited to API integrations, systems issues, network and security-related impediments, 3rd party integrations, and multi-product workflows\nResolve 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\nInterpreting API documents and creating Tines workflows\nConfiguring and implementing authentication types like OAuth and JWT\nDocumenting the steps needed to connect to new tools or document any new workflows\nBuilding, troubleshooting, documenting, and modifying workflows on remote sessions with customers\nBuilding strong relationships with other team members within Support and the wider company, acting as the voice of the customer, and maintaining continuity with the team's priorities and open issues despite working outside standard team hours for part of the week\nContribute to Customer Support resources and deliver meaningful product feedback as the voice of the customer to leadership and relevant internal teams\nProactively identifying improvements to the product, bugs, and otherwise determining high-impact opportunities to enhance the customer experience\nWriting clear, structured handover notes at the start and end of each shift so incoming and outgoing regional teams have full context with no gaps\nMaking independent judgment calls on prioritization, troubleshooting approach, and escalation while working solo during unsupervised weekend hours, including recognizing when an issue requires paging an on-call engineer or escalating outside normal hours\nWhat you will bring to the role\n2+ years of technical support experience within a SaaS environment, ideally in automation or a related field\nPractical experience constructing, testing, and debugging REST and GraphQL API requests, using developer documentation and SDK examples to understand and troubleshoot integrations\nExposure to implementing or troubleshooting AI actions and agentic workflows, including LLM APIs, prompt structures, and protocols such as MCP\nExperience troubleshooting in a web-based environment, including HTTP, SSL, and basic networking\nExcellent communication, analytical, and troubleshooting skills, including clear written communication for handover documentation given the reliance on asynchronous handoffs with other regional shifts\nAbility to communicate complex technical concepts to non-technical and technical stakeholders alike\nExperience handling inbound technical customer requests in various form channels (chat, email)\nA proven track record of customer empathy, urgency, and technical competency\nSelf-motivated and goal-oriented with excellent organizational and time management skills and a consistent quality bar whether working alongside the team or solo\nFamiliarity with at least one modern programming language, such as Python, TypeScript, or Ruby\nFamiliarity with query languages such as SQL, and GraphQL\nDemonstrated ability to work autonomously, make sound decisions without direct supervision, and exercise good judgment on when to escalate versus solve independently\nComfort with ambiguity and self-directed problem-solving, including researching solutions independently using documentation, runbooks, and prior tickets\nResilience and composure when handling difficult technical or customer issues without immediate backup or a second opinion\nAbility to context-switch effectively between collaborative, team-based work (weekdays) and independent, self-directed work (weekends) without losing continuity\nDesirable Experience\nAn understanding of computer networking principles (Firewalls, Network Protocols, Subnetting)\nExperience supporting customers using AI and experience with leveraging AI to increase professional effectiveness\nFluent Spanish\nTines certification\nFamiliarity with Docker containers, Postgres, Redis/Valkey, load balancers, and cloud orchestration platforms (AWS, Azure, GKE, OpenShift), sufficient to triage and troubleshoot\nCompensation\nThe base salary range for this role is $85,000 - $95,000 per year. This range reflects our good-faith estimate of the base salary we reasonably expect to pay at hire. Final compensation will be determined based on factors such as job-related skills, experience, and location.\nBenefits\nTines offers a comprehensive benefits package, including [medical, dental, and vision insurance; a 401(k) plan with employer match; paid time off and paid holidays; paid sick leave; paid parental leave; and life and disability insurance.\n[Tines does not request or rely on an applicant’s salary history in determining compensation.]\n#LI-remote #LI-SW1\nAt 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.\nTines 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.\n[redacted]","description_format":"text","description_chars":7416,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Spanish","level":"Advanced (C1)","optional":true}]},"benefits":["Parental leave","Vision insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["AI Agents"],"lifecycle":[{"event":"open","at":"2026-10-08T09:49:24Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":60,"reasons":["conf:3","win:early","comp:junior"],"computed_at":"2026-10-09T00:38:55Z"},"pay":null,"html_url":"https://alion.io/job/tines-technical-support-engineer-i","json_url":"https://alion.io/job/tines-technical-support-engineer-i.json","meta":{"generated_at":"2026-10-09T00:38:55Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":914,"day_limit":5000,"remaining_today":4086,"minute_limit":60,"resets_at":"2026-10-10T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1934},"rest":"https://alion.io/mcp/rest/get_company?id=1934"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftines-technical-support-engineer-i"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftines-technical-support-engineer-i"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftines-technical-support-engineer-i"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/tines-technical-support-engineer-i\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftines-technical-support-engineer-i"}]}