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# Technical Support Engineer II - Federal

- **Company:** TINE INC.
- **Location:** United States (Remote available)
- **Experience:** Expert
- **Salary:** $35,360 - $52,000
- **Contract:** Permanent contract
- **Skills:** Adobe Analytics, JavaScript (Programming Language), Application Programming Interfaces (APIs), Artificial Intelligence, Data Analysis, Software as a Service, Computer Networks, Databases, System Configuration, Software Debugging, Identity and Access Management, Subnetting, JSON, Python (Programming Language), Machine Learning, Network Protocols, OAuth, OpenID, Ping (Networking Utility), Azure Active Directory, Cloud Services, Ruby, Security Assertion Markup Language (SAML), SQL Databases, Okta, Large Language Models, Firewalls (Computer Science), Agentic-AI, Kubernetes, AWS Fargate, Graphql, Web Technologies, Restful APIs, Docker
- **Published:** October 16, 2026
- **Apply:** https://www.builtincolorado.com/job/technical-support-engineer-ii-federal/11704951?handler=ApplyRedirect

## About the Role

* SaaS Support Experience: 5+ years in technical support roles within SaaS environments, demonstrating progressive responsibility and expertise
 * Public Sector & Federal Support Experience: Demonstrated experience supporting customers in regulated government environments, with a strong understanding of FedRAMP and IL5 compliance controls, CMMC guidelines, and Controlled Unclassified Information (CUI) handling requirements
 * Analytical Problem-Solving: Methodical approach to troubleshooting with strong analytical skills and logical thinking
 * API and Web Technology Expertise: Deep understanding of modern web architectures, including HTTP methods, REST and GraphQL APIs, and JSON data structures to diagnose integration failures and payload errors
 * Identity & Access Management (IAM): Practical experience configuring and debugging enterprise authentication standards (SAML, OAuth/OIDC, SCIM, and JIT provisioning) across identity providers (e.g. Okta, Azure AD/Entra ID, or Ping)
 * Containers & Infrastructure: Hands-on experience deploying and debugging containerized applications with tools such as Docker/Docker Compose, Podman, Kubernetes (via Helm), and cloud services like AWS Fargate to resolve deployment and runtime issues
 * Database Fundamentals: Fundamental ability to read, understand, and execute SQL queries to inspect data state, verify system configurations, and support self-hosted application troubleshooting.
 * Code Literacy: Ability to read and interpret code (such as Python, JavaScript, or Ruby) to analyze logic flows, read stack traces, and debug script-based workflows alongside customers
 * AI & Tooling Frameworks: Exposure to implementing or troubleshooting AI actions and agentic workflows, including LLM APIs, prompt structures, and protocols such as MCP
 * Escalation Management: Proven track record of owning and successfully resolving complex customer escalations
 * Customer-Centric Communication: Exceptional ability to communicate technical concepts clearly across diverse technical backgrounds, balancing technical accuracy with customer empathy and a sense of urgency
 * Self-Direction: Self-motivated with excellent organizational skills and ability to manage competing priorities effectively

Desirable but not essential

 * Understanding of computer networking principles, including firewalls, network protocols, and subnetting
 * A Tines certification

Due to the nature of this role and associated U.S. Government customer requirements, applicants must be U.S. citizens and must perform work while located within the United States.

## Description

Provide technical support for Federal customers using Tines Cloud and self-hosted deployments. Troubleshoot APIs, workflows, authentication, infrastructure, networking, databases, and integrations; build and modify workflows with customers; manage escalations; document issues; relay customer feedback to Engineering and Product; improve support processes; and participate in a 24x7 on-call rotation., * End-to-end ownership of technical inquiries received across multiple channels (Slack, in-app chat, and email), maintaining high standards for responsiveness and ticket hygiene

 * Troubleshooting complex customer issues and providing guidance for both core applications (API integrations, security, multi-product workflows) and self-hosted customer infrastructure (deployment environments, networking, system dependencies) both asynchronously and over live remote sessions
 * Building, troubleshooting, documenting, and modifying workflows and/or on remote sessions with customers
 * Serving as the Voice of the Customer by translating complex end-user challenges, bugs, and product feedback into clear, actionable reports for Engineering and Product teams to drive swift resolution and product improvements
 * Building strong cross-functional relationships across Support, Engineering, and Customer Success to refine internal workflows, improve escalation paths, and streamline knowledge sharing.
 * Participating in a 24x7 on-call rotation for urgent customer support issues and related incident management, Artificial Intelligence * Cloud * Computer Vision * Hardware * Internet of Things * Software
Partners with GTM and Sales leadership to align talent priorities with business outcomes. Diagnoses organizational and manager needs, leads talent management, compensation, rewards, and retention programs, uses data and AI to inform decisions and improve processes, and collaborates with People teams to deliver scalable solutions. Champions company culture and travels approximately once per quarter for leadership and team meetings.
Top Skills: AIIot
Grainger