Technical Support Engineer II - Federal (AI)

Location: Remote within the United States; applicants must be U.S. citizens and perform work from within the United States

Company

Tines is an intelligent workflow company providing a secure, vendor-agnostic automation platform that integrates with API-enabled services.

What you will do

• Own technical inquiries across Slack, in-app chat, and email while maintaining responsive support and accurate ticket management.
• Troubleshoot complex issues in Tines Cloud, self-hosted deployments, API integrations, security workflows, networking, and system dependencies.
• Build, modify, troubleshoot, and document customer workflows during asynchronous and live remote sessions.
• Translate customer challenges, bugs, and product feedback into actionable reports for Engineering and Product teams.
• Collaborate with Support, Engineering, and Customer Success to improve escalation paths, internal workflows, and knowledge sharing.
• Participate in a 24x7 on-call rotation for urgent support issues and incident management.

Requirements

• 5+ years of technical support experience in SaaS environments.
• U.S. citizenship and the ability to work while located within the United States.
• Experience supporting regulated government environments, including FedRAMP, IL5, CMMC, and Controlled Unclassified Information requirements.
• Strong knowledge of HTTP, REST and GraphQL APIs, JSON, SAML, OAuth/OIDC, SCIM, JIT provisioning, and enterprise identity providers.
• Hands-on experience with Docker, Docker Compose, Podman, Kubernetes with Helm, AWS Fargate, SQL, and code in Python, JavaScript, or Ruby.
• Experience troubleshooting AI actions, LLM APIs, prompt structures, agentic workflows, and MCP, plus strong escalation management and customer communication skills.

Nice to have

• Understanding of firewalls, network protocols, and subnetting.
• Tines certification.

Culture & Benefits

• Collaborative environment focused on continuous learning and professional growth.
• Work with federal and adjacent customers on secure automation and workflow solutions.
• Exposure to cross-functional collaboration across Support, Engineering, Product, and Customer Success.
• Participation in a structured 24x7 on-call rotation for urgent incidents.