Technical Support Engineer

Join Tango, a fast-paced startup, as a Technical Support Engineer. In this remote position, you will be the main point of contact for technical support for our enterprise customers. You will triage and resolve customer issues, keep Customer Success and Engineering informed, and use AI to automate repetitive tasks. This role offers a competitive salary, unlimited PTO, and various benefits including full medical coverage, a 401(k) plan, and an annual stipend for learning and development.

About Tango

• Excellent written and verbal communication, with an empathetic, customer-first approach. You’re as comfortable on a Zoom call with a customer as you are writing a clear escalation for an engineer
• You're fun! We're serious about not taking ourselves too seriously around here

Responsibilities

• Own the intake and triage of technical customer issues escalated from Customer Success, prioritizing a queue of many open issues at once.
• Resolve complex issues with enterprise features, especially SSO and SCIM, and join technical troubleshooting calls with customers.
• Use AI tools to automate the repetitive parts of the job and build the runbooks and processes that help Customer Success solve common issues on their own.
• You're a master of your craft and eager to share your knowledge to help others grow
• Experience with support and issue-tracking tools such as Intercom and Linear
• A track record of managing a high-volume queue of technical issues, prioritizing well, and keeping many issues moving at once
• Hands-on experience using AI tools like Claude to automate parts of your work, from triage to customer and internal communication
• You embrace the growth mindset and refuse to settle for good enough

Requirements

• 4+ years of experience in technical support engineering or a similar customer-facing technical role at a B2B SaaS company

You thrive in a fast-paced, collaborative startup environment

• Experience investigating issues through logs and APIs, using tools like Datadog, PostHog, and browser developer tools, and working with HTTP status codes and API requests
• Hands-on experience setting up and troubleshooting SSO (SAML, OIDC) and SCIM provisioning with identity providers such as Okta, Entra ID, or Google
• Experience building runbooks, knowledge base content, or processes that help other teams resolve issues on their own
• Proficiency with creating and manipulating CSVs or Excel sheets
• Experience building automations with low-code or no-code tools, or simple scripts
• Understanding of relational databases, basic SQL capabilities, or familiarity with Snowflake
• Familiarity with GraphQL APIs, AWS infrastructure, and/or a willingness to learn more
• Working knowledge of JavaScript and HTML
• Experience supporting or working with Chrome extensions

Pay

USD 95,000 - 115,000