Technical Support Engineer

2 weeks ago

Sydney, New South Wales, Australia Tines Full time $60,000 - $120,000 per year

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.

Candidates must be based in the Sydney.

What you will be doing
  • 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.
What you will bring to the role
  • 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

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