Manager of Technical Support Engineering, Tines
West
$130-145k
+ 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
501-1000 employees
Job no longer available
$130-145k
+ Startup equity & extended exercise window
More information about location
501-1000 employees
Company mission
To make the lives of security and operations teams on the frontlines easier.
Role
Who you are
- 5+ years of experience in providing technical support for enterprise software solutions
- 2+ years of people management or team leadership experience on a technical support engineering team
- Excellent troubleshooting and problem-solving skills, with a deep understanding of troubleshooting methodologies and best practices
- Experience working with REST APIs and debugging API-related issues
- Passion for working with technical customers and guiding teams to resolve complex issues
- Ability to analyze support trends and implement strategies to enhance customer experience
- Strong collaboration and communication skills to interact effectively with customers, internal stakeholders, and executive leadership
- Familiarity with security automation, IT workflows, or related domains
- Experience developing enablement content such as knowledge base articles, video tutorials, and webinars
What the job involves
- At Tines, our Technical Support team is highly regarded by our customers for their expertise, responsiveness, and commitment to customer success
- Our Technical Support team is critical in providing world-class support, troubleshooting complex issues, and delivering a seamless experience for our customers
- We partner closely with Customer Success, Product, and Engineering teams to drive customer satisfaction, optimize issue resolution, and enhance the overall customer experience
- As a Manager, Technical Support, you will be responsible for managing and growing a team of Technical Support Engineers (TSEs), ensuring the delivery of high-quality technical support, and continuously improving our support processes
- You will work cross-functionally to ensure customers receive timely resolutions and exceptional service, driving customer success and operational efficiency
- Lead, mentor, and coach a team of Technical Support Engineers
- Continue to deliver technical support to Tines customers as part of a player/leader position
- Foster a culture of technical excellence, continuous learning, and a customer-first mindset
- Drive team motivation, engagement, and performance through ongoing coaching and development
- Identify and implement opportunities for process improvements and automation to enhance support efficiency
- Collaborate with internal stakeholders, including Customer Success, Product, and Engineering teams, to resolve complex technical issues and provide customer feedback on product improvements
- Develop and track key support metrics (e.g., response times, customer satisfaction, case deflection) to measure team effectiveness and identify trends
- Own the hiring and onboarding of new team members. Enhance our new hire enablement and create a world-class experience for new hires
- Drive retention of top-tier Technical Support talent and maintain a positive culture within the team. Develop and deliver customer support offerings, including Federal and Enterprise support
- Support the Head of Customer KES with projects and initiatives to drive performance
- Encourage knowledge sharing by internal documentation, training, and enablement
- This role is an excellent opportunity to develop technical leadership skills to drive the success of a growing support team, influence product development, and contribute to the long-term success of our customers
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 ramp up its AI product development on the back of its release of the AI chat interface Workbench.
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 HQ
Dublin, Ireland
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 & Chief Customer Officer)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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