Technical Support Engineer I

New

TinesSaaS workflow automation

Location: Ireland (Remote), 6:00 am–16:00 pm local timeFull-TimeEntry

Salary not disclosed

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Job Details

Languages: Fluent German
Experience: 2+ years of technical support experience within a SaaS environment
Required Skills: GraphQLPythonOAuthTypeScriptRESTful APIsSaaSTechnical support

2+ years of technical support experience in a SaaS environment, ideally in automation or a related field.
Practical experience constructing, testing, and debugging REST and GraphQL API requests using developer documentation and SDK examples.
Exposure to troubleshooting AI actions and agentic workflows, including LLM APIs, prompt structures, and protocols such as MCP.
Experience troubleshooting web-based environments, including HTTP, SSL, and basic networking.
Experience handling inbound technical customer requests through 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 communicate complex technical concepts to technical and non-technical stakeholders.
Ability to work autonomously, make sound decisions, and judge when to escalate.
Ability to research solutions using documentation, runbooks, and prior tickets.
Ability to context-switch between collaborative weekday work and independent weekend work.
Fluent German is desirable.
Desirable: understanding of firewalls, network protocols, and subnetting.
Desirable: Tines certification.
Desirable: familiarity with Docker, Postgres, Redis/Valkey, load balancers, and cloud orchestration platforms such as AWS, Azure, GKE, or OpenShift.

Handle technical inquiries across Slack, in-app chat, and email while maintaining responsiveness and ticket hygiene.
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 authentication types such as OAuth and JWT.
Document steps for connecting new tools and documenting workflows.
Build, troubleshoot, document, and modify workflows during remote customer sessions.
Contribute to customer support resources and share product feedback with leadership and relevant internal teams.
Identify product improvements, bugs, and opportunities to enhance the customer experience.
Write structured handover notes for incoming and outgoing regional teams.
Prioritize, troubleshoot, and escalate issues independently during unsupervised weekend hours, including paging on-call engineers when necessary.

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