Senior Customer Success Engineer - West & Central

Founded in 2018 in Dublin, Tines is a smart, secure workflow platform designed to automate any manual task, regardless of complexity. By automating workflows, Tines empowers frontline teams to reduce monotonous, manual work and free up valuable time and resources.

Tines is an integrator across your entire stack - if it offers an API, Tines connects with it. Having firmly established Tines as the de-facto automation platform for cybersecurity teams, we’re expanding horizontally to IT, Product, Engineering, and Infrastructure teams. Tines was built for everyone, delivering transformative and innovative enterprise software to industry leaders like Canva, Intercom, Databricks, Mars and Reddit.

We’re excited about what we’re doing and what’s to come, and we’re looking for others who can lead by our values of Simplicity, Speed, and Soundness. Because Tines is about delivering exceptional customer experiences, while creating a company culture that nurtures individual curiosity, growth, and integrity.

This is a remote role that must be based in PST, MST, or CST.

As a key member of our global Customer Success organization, the Senior Customer Success Engineer acts as a strong technical expert at Tines and helps customers understand the value of workflow automation across their organization and how to use Tines to realize that value. Your role will allow you to work closely alongside customers as they onboard and expand their use cases of Tines, and deliver production ready Stories as part of our professional services offering. You will also assist the team and customers on some of the more complex scenarios and environments.

You will partner with our Customer Success Management and Project Management Teams to ensure our clients are meeting their success criteria for the platform.

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.

This role reports to the Tines CSE Leader, U.S. who is based in PST.

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
• Deliver and support Professional Services engagements with our Project Management Team to increase rapid adoption among our customers
• Educate customers on best practices in process automation and optimization
• Partner with Customer Success Managers to review the health of customers 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
• 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:

• 8+ years of experience supporting customers from a technical perspective and helping them to be successful in their on-boarding/or implementation of software tools
• Experience with application deployment using Docker, Fargate, Kubernetes or similar technologies
• 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 reading API docs and using an API to connect tools
• Experience scoping and delivering professional services, or similar engagements
• A degree in computer science and/or experience with programming or scripting languages
• Experience in enterprise security tools is a bonus, but not required
• Passionate about supporting customers and helping them automate their repetitive and manual workflows

Target Annual Earnings (salary + commission): $150K-180K

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.