Technical Support Engineer, Tines
East
+ Startup equity & extended exercise window
More information about location
No-code automation for security teams
Job no longer available
No-code automation for security teams
201-500 employees
Job no longer available
+ Startup equity & extended exercise window
More information about location
201-500 employees
Company mission
To make the lives of security and operations teams on the frontlines easier.
Role
Who you are
- Two years plus of technical support experience in automation or a related field
- Experience with APIs, interpreting API documentation and SDKs
- Excellent communication, analytical and troubleshooting skills
- Experience handling inbound technical customer requests in various form channels (chat, email)
- A proven track record of customer empathy, urgency, and technical competency
- Self-motivated, goal-oriented, excellent organizational skills, and superior time management skills
- Familiarity with at least one modern markup and programming language such as XML, C#, Python, PHP, JavaScript/jQuery, or similar
- Experience troubleshooting in a web-based environment, including HTTP, JSON, HTML
- Familiarity with structured query languages such as SQL
- Ability to communicate complex technical ideas to non-technical and technical stakeholders alike
- An understanding of the computer networking principles (Firewalls, Network Protocols, Subnetting) is beneficial but not required
- Tines Advanced certified beneficial but not required
What the job involves
- A technical support engineer provides technical support and consultation to customers and internal colleagues
- They are essential in troubleshooting and diagnosing technical issues, providing timely resolutions, and ensuring customer satisfaction
- This position focuses on responding to, owning, and resolving customer and community technical queries
- Handling incoming technical queries via IM and email, as well as queries from other members of the Tines organization
- Troubleshoot customer inquiries, including but not limited to API integrations, systems issues, network and security-related impediments, 3rd party integrations, and multi-product workflows
- Resolve product or service problems by exploring the client's request, determining the cause of the problem, and selecting and explaining the best solution to solve the problem
- Interpreting API documents and creating Tines stories
- Build strong relationships with other team members within Support and the wider company, acting as the voice of the customer
- Configuring and implementing authentication types like OAuth and JWT
- Documenting the steps needed to connect to new tools or document any new stories
- Building, troubleshooting, documenting, and modifying stories on remote sessions with customers
- Contribute to Customer Support resources and deliver meaningful product feedback as the voice of the customer to leadership and relevant internal teams
- Proactively identify improvements to the product, identify bugs, and otherwise determine high-impact opportunities to enhance the customer experience
- Promote Tines products and services to customers and prospective customers via evaluation of their service and support needs
- Proactively engaging with other teams to help improve processes and features
Our take
Burn-out among security analysts is a real and present challenge to many enterprises. Tines's automation platform solves this problem by automating outdated, slow and complex manual security processes.
The company's solutions are designed to save security teams valuable time and energy, allowing them to focus on more business-critical tasks. The value of this offering is clear, and has seen the company serve an impressive range of clients including OpenTable and Box.
In a relatively short space of time, Tines has proven itself to be a market leader, and has raised substantial funding across a number of rounds. The latest investment will be used to broaden the company's technological capabilities and expand its global reach, ensuring that it remains at the forefront of the space.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
27% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Feb 2025
$125m
SERIES C
Apr 2024
$50m
SERIES B
Total funding: $271.1m
Company benefits
- Startup equity & extended exercise window
- Matching retirement plans
- Home office setup
- Private healthcare plans
- 25 days annual leave
- Extra company holidays
- Generous parental leave programs
- Flexibility in how and where you work
- Phone and home Internet allowance
Company values
- Deliver solutions: Fear, uncertainty, and doubt (FUD) is a counterproductive sales tactic used by many vendors that forces security teams to be on high-alert for unnecessarily draining periods. We speak candidly about the threats facing organizations and build features to help address them
- Customer-centric: We measure our success through our customers’ success and seek to establish personal, long-term relationships. We deliver the highest level of support possible and will continue to make this a priority, even as we grow
- Fuel innovation: Our greatest opportunities are yet to come. We’ll only inspire experimental thinking by staying agile and finding new problems to solve. As users of our own platform, we’re our own toughest critics. Above all else, we’re immensely proud of what we’re building
Company HQ
Dublin, Ireland
Articles
Leadership
Eoin Hinchy
(Co-Founder & CEO)Was a Senior Information Security Engineer at eBay, and Senior Director of Cyber Security at DocuSign.
Thomas Kinsella
(Co-Founder & CCO)Was an IT Security and Forensics Specialist at Deloitte, and Lead eCrime Investigator at eBay. Worked as Senior Director of Security Operations at DocuSign.
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