Technical Support Engineer II - Federal

Job description

Tines is the intelligent workflow company that powers some of the world's most important workflows. Tines has been supporting IT and security teams from a diverse range of customers, including Canva, Reddit, SAP, Coinbase, Mars, Fin (Intercom), and McKesson. Tines 3B, launched in 2026, is the next generation of Tines – a single, secure environment for every team’s apps, agents and automations. As an integrator across the entire tech stack, Tines is vendor-agnostic integrating with any API-enabled service. This flexibility enables our customers to achieve their highest-priority goals faster. Tines has security woven into its DNA, and our platform is secure and private by design. At Tines, we're driven by our values of Simplicity, Speed, and Soundness. We're committed to delivering exceptional customer experiences while fostering a company culture that nurtures individual curiosity, growth, and integrity. We’re excited about what’s next, and we’re looking for others to join us on our journey. We're seeking an experienced Technical Support Engineer to join our Federal support team at Tines. In this role, you'll provide exceptional technical guidance to our Federal and adjacent customers while helping us scale and enhance our support operations. As a key member of our support team, you'll resolve complex technical challenges with Tines Cloud and self-hosted deployments.You will develop innovative solutions that help customers maximize their Tines investment and guide users through product features and advanced functionality. Being the face of Tines’ Technical Support is key to establishing long-term relationships with our customers, enabling them to gain maximum benefit from Tines by removing blockers to building workflows. At Tines, we've created a collaborative environment where continuous learning and professional growth are valued and prioritized. If you're passionate about solving technical challenges, helping customers succeed, and growing with a dynamic team, we'd love to hear from you. What you will be doing End-to-end ownership of technical inquiries received across multiple channels (Slack, in-app chat, and email), maintaining high standards for responsiveness and ticket hygiene Troubleshooting complex customer issues and providing guidance for both core applications (API integrations, security, multi-product workflows) and self-hosted customer infrastructure (deployment environments, networking, system dependencies) both asynchronously and over live remote sessions Building, troubleshooting, documenting, and modifying workflows and/or on remote sessions with customers Serving as the Voice of the Customer by translating complex end-user challenges, bugs, and product feedback into clear, actionable reports for Engineering and Product teams to drive swift resolution and product improvements Building strong cross-functional relationships across Support, Engineering, and Customer Success to refine internal workflows, improve escalation paths, and streamline knowledge sharing. Participating in a 24x7 on-call rotation for urgent customer support issues and related incident management What you will bring to the role SaaS Support Experience : 5+ years in technical support roles within SaaS environments, demonstrating progressive responsibility and expertise Public Sector & Federal Support Experience: Demonstrated experience supporting customers in regulated government environments, with a strong understanding of FedRAMP and IL5 compliance controls, CMMC guidelines, and Controlled Unclassified Information (CUI) handling requirements Analytical Problem-Solving : Methodical approach to troubleshooting with strong analytical skills and logical thinking API and Web Technology Expertise: Deep understanding of modern web architectures, including HTTP methods, REST and GraphQL APIs, and JSON data structures to diagnose integration failures and payload errors Identity & Access Management (IAM): Practical experience configuring and debugging enterprise authentication standards (SAML, OAuth/OIDC, SCIM, and JIT provisioning) across identity providers (e.g. Okta, Azure AD/Entra ID, or Ping) Containers & Infrastructure: Hands-on experience depl