Tango
201 - 500 employees
🏗️ Construction
📦 Logistics
💼 Consulting
Construction • Logistics • Consulting
Tango is a software company that provides a connected intelligence platform for managing commercial real estate across the entire property lifecycle. Its SaaS products include portfolio strategy, site selection and predictive analytics, lease and transaction management, project and maintenance coordination, occupancy and workplace tools, and energy & sustainability (utility, emissions, and ESG reporting). Tango serves corporate real estate, retail, landlords, and government customers to optimize space, reduce costs, and meet sustainability goals.
Technical Support Specialist, L1/L2
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🔥 1 minute ago
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Tango
201 - 500 employees
🏗️ Construction
📦 Logistics
💼 Consulting
Construction • Logistics • Consulting
Tango is a software company that provides a connected intelligence platform for managing commercial real estate across the entire property lifecycle. Its SaaS products include portfolio strategy, site selection and predictive analytics, lease and transaction management, project and maintenance coordination, occupancy and workplace tools, and energy & sustainability (utility, emissions, and ESG reporting). Tango serves corporate real estate, retail, landlords, and government customers to optimize space, reduce costs, and meet sustainability goals.
📋 Description
• Serve as the first point of contact for inbound customer requests across email, portal, and chat • Triage, categorize, and prioritize tickets by severity and SLA • Resolve common issues using the knowledge base, macros, and standard operating procedures • Gather customer information and reproduce reported issues where possible • Maintain accurate ticket status, notes, and tags • Communicate clearly with customers throughout the ticket lifecycle • Meet response and resolution SLA targets • Escalate issues outside L1 scope with full, reproducible context • Own complex and escalated tickets through resolution • Investigate application, configuration, data, and integration issues, including SSO/SAML, SFTP, reporting, and user access • Reproduce, diagnose, and document root causes; apply fixes or workarounds • Partner with Engineering and Product on suspected defects and provide reproducible bug reports • Handle higher-priority and time-sensitive incidents • Create and update knowledge base content • Support and mentor L1 teammates on recurring problem areas • Set and manage customer expectations regarding timelines, next steps, and follow-through • Represent the customer voice to Product and Engineering • Follow support processes and SLAs while identifying gaps and friction • Contribute to macros, templates, and SOPs • Turn recurring ticket drivers into documentation and self-service content
🎯 Requirements
• 1+ years in a customer-facing technical or SaaS support role • Excellent written English and clear, professional communication • Strong troubleshooting and problem-solving skills • Ability to learn a complex enterprise product • Experience with a ticketing platform; Freshdesk preferred, or Zendesk, Jira Service Management, or equivalent • Organized and detail-oriented, with ability to manage multiple open tickets against SLAs • Comfortable working scheduled shifts to support coverage across time zones • For L2 / Senior candidates: 3+ years in technical support or a comparable technical role • For L2 / Senior candidates: Comfort investigating integrations, data, logs, and application configuration • For L2 / Senior candidates: Familiarity with APIs, SSO/authentication, file transfer (SFTP/SSH), and/or SQL • For L2 / Senior candidates: Experience writing customer-facing and internal documentation • Nice to have: Experience supporting enterprise B2B software • Nice to have: Exposure to IWMS, real estate, workplace management, facilities, lease accounting, energy, or sustainability platforms • Nice to have: Familiarity with reporting or BI tools • Nice to have: Applied use of AI or automation tooling in a support context
🏖️ Benefits
• Health, dental, and vision insurance • 401(k) plan with company match • Generous paid time off • Fully remote work arrangement • Inclusive and collaborative culture • Equal opportunity employment
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