Remote Technical Support Engineer Job in United States Tines

Who you are

• 2 years plus of technical support experience in a SaaS product company
• Experience with a variety of APIs interpreting API documentation and SDKs
• Experience handling inbound technical customer requests in various form channels (chat email)
• Experience troubleshooting in a web-based environment including HTTP JSON HTML
• Excellent communication analytical and troubleshooting skills
• A proven track record of customer empathy urgency and technical competency
• Self-motivated goal-oriented excellent organizational skills and superior time management skills
• Ability to communicate complex technical ideas to non-technical and technical stakeholders alike
• Familiarity with at least one modern markup and programming language such as XML C# Python PHP JavaScript/jQuery or similar
• Familiarity with structured query languages such as SQL

What the job involves

• 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.