Customer Success Engineer - EMEA

Overview

Founded in 2018 with co-headquarters in Dublin and Boston, Tines powers some of the world's most important workflows. Our intelligent workflow platform applies AI, automation, and integration with human ingenuity to drive real business results.

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 is vendor-agnostic and integrates with any API-enabled service. This flexibility enables our customers to achieve their highest-priority goals faster. Because Tines is secure and private by design, it’s popular with security, IT, engineering, finance, 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 and 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 CSEs 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 may already be a Customer Success Engineer, we would love to hear from you.

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

• 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

• 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
• Proficiency in German is highly desirable, though not essential.
• 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
• 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
• Experience with application deployment…