Technical Support Engineer II – Federal

Tines

. Own technical inquiries received through Slack, in-app chat, and email .

Posted 10/15/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in technical support within SaaS environments, with a strong focus on troubleshooting complex issues, API integrations, and compliance with regulatory standards. Proven ability to build cross-functional relationships and improve internal workflows while providing exceptional customer support.

Highest-signal resume keywords

5+ Years In Technical SupportSaaS Environment ExperienceFedRAMP And IL5 Compliance UnderstandingHTTP Methods And REST/GraphQL APIsDocker And Kubernetes Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Troubleshooting Complex IssuesAPI IntegrationSQL Query ExecutionSAML ConfigurationOAuth/OIDC ConfigurationJSON Data StructuresPython Code InterpretationJavaScript Code InterpretationRuby Code InterpretationAI Actions Exposure

Soft Skills

Analytical SkillsTechnical CommunicationCustomer EmpathyOrganizational SkillsAbility To Manage Competing Priorities

Tools & Technologies

DockerDocker ComposePodmanKubernetesAWS FargateOktaAzure AD/Entra IDPing

Industry Keywords

Regulated Government EnvironmentsCMMC GuidelinesCUI Handling RequirementsIncident Management24x7 On-Call Rotation

Tech Stack

Tools & technologies

AWSAzureCloudDockerGraphQLJavaScriptKubernetesPythonRubySQL

About the role

Key responsibilities & impact

Own technical inquiries received through Slack, in-app chat, and email
Troubleshoot complex issues involving Tines Cloud, API integrations, security, multi-product workflows, and self-hosted infrastructure
Provide support through asynchronous communication and live remote sessions
Build, troubleshoot, document, and modify customer workflows
Translate customer challenges, bugs, and feedback into actionable reports for Engineering and Product
Build cross-functional relationships across Support, Engineering, and Customer Success
Improve internal workflows, escalation paths, and knowledge sharing
Participate in a 24x7 on-call rotation for urgent support issues and incident management

Requirements

What you’ll need

5+ years in technical support roles within SaaS environments
Experience supporting customers in regulated government environments
Understanding of FedRAMP and IL5 compliance controls, CMMC guidelines, and CUI handling requirements
Strong analytical and logical troubleshooting skills
Deep understanding of HTTP methods, REST and GraphQL APIs, and JSON data structures
Experience configuring and debugging SAML, OAuth/OIDC, SCIM, and JIT provisioning across identity providers such as Okta, Azure AD/Entra ID, or Ping
Hands-on experience with Docker/Docker Compose, Podman, Kubernetes via Helm, and AWS Fargate
Ability to read, understand, and execute SQL queries
Ability to read and interpret Python, JavaScript, or Ruby code
Exposure to AI actions, agentic workflows, LLM APIs, prompt structures, and MCP
Proven track record resolving complex customer escalations
Exceptional technical communication and customer empathy
Strong organizational skills and ability to manage competing priorities
U.S. citizenship required
Must perform work while located within the United States

Benefits

Comp & perks

Continuous learning and professional growth opportunities
Collaborative work environment
Equal employment opportunities