Technical Support Engineer I (AI)

Location: United States (Remote). Four-day work week including one weekend day, either Wednesday–Saturday or Sunday–Wednesday, from 9:00 AM to 7:00 PM Eastern time.

Base salary: $85,000–$95,000 per year.

Company

Tines is an intelligent workflow company providing a secure, vendor-agnostic platform for applications, AI agents, automations, and API integrations.

What you will do

• Handle technical inquiries through Slack, in-app chat, and email while maintaining responsive ticket management.
• Troubleshoot API integrations, authentication, networking, security issues, third-party services, and multi-product workflows.
• Interpret API documentation, construct Tines workflows, and configure OAuth and JWT authentication.
• Build, test, modify, troubleshoot, and document workflows during remote customer sessions.
• Provide product feedback, identify bugs and customer experience improvements, and contribute to support resources.
• Manage prioritization, handovers, and escalations independently during unsupervised weekend hours.

Requirements

• 2+ years of technical support experience in a SaaS environment, ideally in automation or a related field.
• Practical experience with REST and GraphQL API requests, developer documentation, SDK examples, and integration troubleshooting.
• Experience with AI actions and agentic workflows, including LLM APIs, prompt structures, and MCP.
• Experience troubleshooting HTTP, SSL, basic networking, and web-based environments.
• Familiarity with at least one modern programming language such as Python, TypeScript, or Ruby, plus SQL and GraphQL.
• Ability to work autonomously, communicate complex technical concepts clearly, and make sound escalation decisions.

Nice to have

• Understanding of firewalls, network protocols, and subnetting.
• Experience supporting customers using AI and leveraging AI for professional effectiveness.
• Fluent Spanish.
• Tines certification.
• Familiarity with Docker, Postgres, Redis/Valkey, load balancers, and cloud orchestration platforms such as AWS, Azure, GKE, or OpenShift.

Culture & Benefits

• Four-day work week with regional follow-the-sun support coverage.
• Medical, dental, and vision insurance.
• 401(k) plan with employer match.
• Paid time off, paid holidays, paid sick leave, and paid parental leave.
• Life and disability insurance.
• Support for reasonable accommodations, including religious observance.