Join the team

Technical Support Engineer APAC

Location: Sydney

Department: Customer Success

Job Details

Founded in 2018 in Dublin by experienced security engineers, Tines makes enterprise automation simple. Security and operations teams are too often stuck doing manual, repetitive tasks, and we want to change that. Tines is an automation platform designed to allow anyone to automate any manual task, regardless of complexity. No apps, plugins, or custom code required. With 1,000+ template options for common security actions, Tines is power and simplicity through direct integration with your existing tools.

Now a well-funded, early-stage start-up, Tines is backed by some of the world’s most respected investors and trusted by the world's leading security teams to streamline security automation work. We’re scaling quickly and building our team for the journey. We guarantee lots of challenges, growth and learning as well as the opportunity to be part of a world class team.

We are looking for a Knowledge Support Engineer to join our growing Customer Support Engineering Division at Tines. This is an innovative new team that will support our rapid growth and expansion in the APAC region.

We are looking for an experienced Knowledge Support Engineer with Technical Writing experience to assist our existing clients with resolving their technical problems when using Tines products and services and also help grow and scale the team through the resolution of cases and creation of technical content. 

As Knowledge Support Engineer, you will be responsible for resolving customer technical queries (Tier 1 and Tier 2), recommending technical solutions, creating technical content, and guiding Tines product users through features and functionalities. 

Being the face of Tines’ Technical Support to our customers is key to establishing a long-term relationship with our existing customers, enabling them to gain maximum benefit from Tines’ software and assisting them to gain efficiencies in their day-to-day work.  

You’ll join a supportive company that takes great pride in the work we do. We’re eager to help grow each other’s abilities and to create an environment where we can do our best work.

What You Will Be Doing:

  • Provide technical support for the Tines automation platform 
  • Utilize support tools and resources necessary to solve the customer issue
  • Handle incoming technical queries from various support channels as well as escalations 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, 
  • Build strong relationships with other team members within Support and the wider company acting as the voice of the customer
  • Work closely with the other Customer Success team members in regions to resolve customer queries as a team, and support renewals and expansion opportunities
  • Uses broad technical product expertise to help customers increase adoption
  • Contribute to Customer Support resources in the form of the creation of technical content
  • Review incoming technical queries from various support channels as well as escalations from other members of the Tines organization to determine the gaps in Tines content
  • Document solutions to customer inquiries, including but not limited to API integrations, systems issues, network and security-related impediments, 3rd party integrations, and multi-product workflows
  • Proactively identify improvements to the product, identify bugs and otherwise determine high-impact opportunities to enhance the customer experience

What you bring with you:

  • Experience in a technical support role with a SaaS company across various channels
  • Self-motivated, goal-oriented, excellent organizational skills, and superior time management skills
  • Superb documentation, customer service, and communication skills
  • Experience with owning and successfully resolving customer escalations
  • A proven track record of customer empathy, urgency, and technical competency
  • Experience with APIs, interpreting API documentation and SDKs
  • 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
  • Troubleshooting experience of AWS, Docker, and Regex is beneficial but not required
  • An understanding of the computer networking principles (Firewalls, Network Protocols, Subnetting) is beneficial but not required
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Tines provides equal employment opportunities to all employees and applicants for employment without regard to sex, race, colour, ethnic or social origin, genetic features, language, religion or belief, political or any other opinion, membership of a national minority, property, birth, disability, age or sexual orientation.