Technical Support Engineer I (AI)

Location: Ireland (Remote). Schedule: Sunday–Wednesday, 6:00 am–16:00 pm local time, including solo and unsupervised Sunday shifts as part of a follow-the-sun rotation.

Company

Tines is a SaaS workflow automation company providing a secure, vendor-agnostic platform for integrating applications, agents, and automations across IT and security teams.

What you will do

• Handle technical inquiries through Slack, in-app chat, and email while maintaining responsive support and clear ticket hygiene.
• Troubleshoot API integrations, web and networking issues, authentication, security impediments, third-party services, and multi-product workflows.
• Interpret API documentation, create and modify Tines workflows, and configure OAuth and JWT authentication.
• Build, debug, and document workflows during remote customer sessions and create connection guides for new tools.
• Provide structured shift handovers, product feedback, bug reports, and customer insights to internal teams.
• Prioritize and escalate issues independently during unsupervised weekend hours, including paging on-call engineers when necessary.

Requirements

• 2+ years of technical support experience in a SaaS environment, preferably in automation or a related field.
• Practical experience constructing, testing, and debugging REST and GraphQL API requests using technical documentation and SDK examples.
• Experience troubleshooting HTTP, SSL, basic networking, inbound customer requests, and web-based environments.
• Exposure to AI actions and agentic workflows, including LLM APIs, prompt structures, and MCP.
• Familiarity with at least one modern programming language, such as Python, TypeScript, or Ruby, and with SQL or GraphQL.
• Strong written and verbal communication, customer empathy, organizational skills, autonomous judgment, and the ability to work independently during unsupervised shifts.

Nice to have

• Fluent German.
• Knowledge of firewalls, network protocols, and subnetting.
• Experience supporting customers using AI and leveraging AI for professional effectiveness.
• Tines certification.
• Familiarity with Docker, Postgres, Redis/Valkey, load balancers, and AWS, Azure, GKE, or OpenShift for troubleshooting self-hosted deployments.

Culture & Benefits

• Work remotely from Ireland within a follow-the-sun support model.
• Collaborate with Support and wider company teams across regional shifts.
• Operate in a culture focused on simplicity, speed, soundness, curiosity, growth, and integrity.
• Contribute directly to product improvements and customer experience initiatives.