Professional Services Engineer II

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

In this role, you will guide customers through scoping out automation Stories and workflows to suit their individual requirements and design, build, and deploy these solutions in the customer tenant. These Stories and workflows 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 Engagement Management, Customer Success, 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, Marketing, and Labs. 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 Senior Manager, Professional Services Engineering who is based in Boston, Massachusetts.

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 and workflow builds to power our customers’ most important workflows.
• Scope automation Stories and workflows 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 and workflows to illustrate concepts and ideas to the customer, including wire-framing live on calls with customers.
• Design and develop Automation Stories and workflows in the customer Tines tenant, connecting tools together using their APIs.
• Partner closely with customers to ensure that the Stories and workflows meet their requirements and provide guidance on test plans.
• Review and suggest optimizations for customer stories and workflows.
• Deliver documented, production-ready stories to customers and ensure the customer is set up for success in maintaining those long-term.
• 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 in delivering Professional Services and implementing SOAR platforms or similar automation solutions.
• Strong customer-facing skills and experience in consultancy role.
• Serve as trusted advisor to customers, guiding them on best practices, architecture design, and platform adoption strategies.
• A passion for becoming an expert in Tines.
• 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.
• General understanding of how LLMs, agents, and automation models work (capabilities, limitations, prompt design).
• Ability to craft and refine prompts to get reliable, accurate outputs.
• Proficient in translating platform capabilities into customer-specific use cases, advising on AI-driven vs. deterministic aspects of workflows.
• Passionate about supporting our customers and helping them automate their repetitive and manual workflows.