Technical Support Engineer I

• Provide technical support and consultation to customers and colleagues
• Handle technical inquiries across Slack, in-app chat, and email
• Troubleshoot API integrations, systems issues, network and security impediments, third-party integrations, and multi-product workflows
• Interpret API documentation and create Tines workflows
• Configure and implement OAuth and JWT authentication
• Document connections to new tools and new workflows
• Build, troubleshoot, document, and modify workflows during remote customer sessions
• Collaborate with Support and wider company teams while acting as the voice of the customer
• Contribute to Customer Support resources and provide product feedback to leadership and internal teams
• Identify product improvements, bugs, and opportunities to enhance customer experience
• Write shift handover notes for regional teams
• Make independent prioritization, troubleshooting, and escalation decisions during unsupervised weekend hours

• 2+ years of technical support experience within a SaaS environment, ideally in automation or a related field
• Practical experience constructing, testing, and debugging REST and GraphQL API requests
• Exposure to implementing or troubleshooting AI actions and agentic workflows, including LLM APIs, prompt structures, and protocols such as MCP
• Experience troubleshooting in a web-based environment, including HTTP, SSL, and basic networking
• Excellent communication, analytical, and troubleshooting skills
• Ability to communicate complex technical concepts to non-technical and technical stakeholders alike
• Experience handling inbound technical customer requests via chat and email
• 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 work autonomously and make sound decisions without direct supervision
• Comfort with ambiguity and self-directed problem-solving
• Ability to context-switch between collaborative and independent work
• Must be available Sunday–Wednesday, 6:00 am–16:00 pm local time
• Fluent German is desirable, not required
• Tines certification is desirable, not required

• Equal employment opportunities regardless of 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