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Customer Success Engineer - Professional Services - EAST

Remote, USA

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.

This is a remote role that must be based in EST.

As a key member of our Customer Success organization, the Professional Services Engineer serves as a technical authority in the Tines platform, specializing in integrating and optimizing workflow automation solutions across customer enterprises.

In this role, you will guide customers through scoping out automation Stories to suit their individual requirements and design, build, & deploy these solutions in the customer tenant. These Stories will be instrumental in kick-starting the customer’s automation journey and ensuring that they and their team feel the benefits of smart, secure workflows.

You will partner with our Customer Success Engineering, Customer Success Management, and Project Management Teams to align on project goals and timelines, guaranteeing that client implementations are successful and meet predefined success criteria.

Professional Services Engineers at Tines engage with cross-functional teams including Product, Design, Engineering, Sales, and Marketing. This collaboration ensures that our service offerings and product enhancements align well with evolving customer requirements. The ideal candidate for this role will be deeply committed to enhancing customer productivity through advanced automation solutions, leveraging their technical expertise to transform client operations without the necessity for manual coding.

This role reports to the Customer Success Engineering Leader, who is based in Dublin, Ireland.

What you will be doing:

  • Shape the future of our Professional Services organization and contribute to the development of processes and procedures.
  • Tackle challenging Story builds to power our customer’s most important workflows.
  • Scope automation Stories based on customer requirements, identifying any blockers and research areas needed.
  • Analyze customer tools, processes, and pain points to guide them in establishing an automation roadmap.
  • Identify and highlight what is, and what isn’t, suitable for an automation workflow.
  • Work with the Project Manager and Engagement Manager to verify and validate services, project plans, and timelines.
  • Demonstrate Stories to illustrate concepts and ideas to the customer, including wire-framing out Stories live on calls with customers.
  • Design and develop Automation Stories in the customer Tines tenant, connecting tools together using their APIs.
  • Partner closely with customers to ensure that the Stories meet their requirements and provide guidance on test plans.
  • Review and suggest optimizations for customer stories.
  • Deliver documented, production-ready stories to customers.
  • Act as a resident automation engineer for customers, working as a member of the customer team to help them plan their automation roadmap and achieve their automation goals.
  • Advocate for the Professional Services Team within Tines, working with Sales teams to ensure they can speak to our capabilities and achievements.

What you bring with you:

  • 5+ years of experience delivering Professional Services and implementing SOAR platforms or similar automation solutions.
  • Strong customer-facing skills and experience.
  • A passion for becoming an expert in a Tines.
  • Proficient in assessing and understanding customer workflows to tailor solutions that meet their specific needs.
  • Experience interpreting and applying API documentation.
  • Experience with a range of API authentication methods including OAuth2 and JWT.
  • Experience using and troubleshooting APIs to connect to a variety of security and/or IT tools.
  • Passionate about supporting our customers and helping them automate their repetitive and manual workflows.

Target Annual Earnings (salary + commission): $120K-150K

Applicants for this opportunity must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

#LI-SW1

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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