Offer summary

Qualifications:

2-5 years of experience in a technical customer support role., Proficient in reading API documentation and connecting tools via APIs., Experience in scoping and delivering professional services or similar engagements., Strong passion for customer success and workflow automation..

Key responsabilities:

Design and develop automation stories using Tines and its APIs.

Work closely with customers during onboarding and expansion of platform usage.

Educate customers on refining and expanding their automation use cases.

Collaborate with Customer Success Managers to develop success plans for accounts.

Job description

Founded in 2018 with co-headquarters in Dublin and Boston, Tines powers some of the world's most important workflows. Our orchestration, automation, and AI platform enables businesses to operate more effectively, mitigate risk, reduce tech debt, and focus on high-impact work.

Tines serves a diverse range of customers, from startups to public companies, including Canva, Databricks, Elastic, Kayak, Intercom, and McKesson. As an integrator across the entire tech stack, Tines connects with any API-enabled service. This flexibility enables our customers to achieve their highest-priority goals faster. And because Tines is secure and private by design, it’s popular with security, IT and other security-focused teams.

At Tines, we're driven by our values of Simplicity, Speed, and Soundness. We're committed to delivering exceptional customer experiences while fostering a company culture that nurtures individual curiosity, growth, and integrity. We’re excited about what’s next, and we’re looking for others to join us on our journey.

As a key member of our global Customer Success organization, the Customer Success Engineer acts as a technical leader at Tines and helps customers understand the value of workflow automation across their organization. Your role will allow you to work closely alongside customers as they onboard & expand their use cases of Tines, and deliver production ready Stories as part of our professional services offering.

You will partner with our Customer Success Management and Project Management Teams to ensure our clients are meeting their success criteria for the platform and help build and enable new use cases.

Our CSE's work closely with teams across our organization (Product, Design, Engineering, Sales, and Marketing) to ensure we are building the correct roadmap to support our customers' needs. A successful candidate will be passionate about helping customers automate repetitive tasks without having to write any code.

If you are working in Consulting or Professional / Technical services delivery or you maybe already be a Customer Success Engineer, we would love to hear from you.

This is a remote role reporting to the Customer Success Engineering Leader, who is based in Ireland.

What you will be doing:

Design and Develop Automation Stories in Tines connecting tools together using their APIs
Work closely with customers while they onboard, grow, and expand their usage of the platform
Educate customers on how to get started, refine, and expand their automation use cases
Partner with a Customer Success Manager to review the health of a customer and develop success plans for your accounts
Communicate customer needs across the organization to ensure that Tines builds the correct roadmap to meet customer needs
Knowledgeable about how to position Tines against other platforms and the common technical challenges of alert overload, disparate tools, and manual processes
Recognize problems with documentation, enablement material, and other resources customers use to learn about Tines
Support Professional Services engagements to increase rapid adoption among our customers
Willing to step in where needed and support multiple teams across the organization: Design, Engineering, Marketing, Sales, etc.
As an early stage start-up we're still putting together all of the processes and supports of larger, more mature companies - your input will help us shape them

What you bring with you:

2-5 years experience of supporting customers from a technical perspective and helping them to be successful in their on-boarding/or implementation of software tools
Experience reading API docs and using an API to connect tools
Experience scoping and delivering professional services, or similar engagements
Passionate about supporting customers and helping them automate their repetitive and manual workflows
A passion for becoming an expert in a software solution like Tines
Curiosity to learn new technologies from both a Tines and customer perspective
Experience working hands-on with automation software and designing/creating workflow automations
Experience in enterprise security tools is a bonus, but not required
Comfortable in a fast-paced environment

At Tines, we’re all about trying new things and taking the leap. If you’re second-guessing your application, we hope you’ll trust your gut and take the leap too! Applying for a new job isn’t always easy, especially if you’re thinking of a career pivot – but we’re big believers in learning and growth here at Tines, so you’ve nothing to worry about. A variety of experience, perspectives, and voices makes us the company we are. We’d love to hear from you.

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.

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