Technical Support Specialist, L1/L2

Job not on LinkedIn

🔥 11 minutes ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

⏰ Full Time

🟢 Junior

💻 IT Support

🚫👨‍🎓 No degree required

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Tango

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏗️ Construction

📦 Logistics

💼 Consulting

Construction • Logistics • Consulting

Tango is a connected software company that provides an intelligence platform for managing commercial real estate across the full property lifecycle. Its SaaS products support site selection, portfolio strategy, lease and transaction management, projects & maintenance, workplace optimization, and energy & sustainability, using predictive analytics and AI to deliver actionable insights. Tango serves enterprises, retailers, landlords, and government/education facilities to reduce costs, improve utilization, and streamline ESG reporting.

📋 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 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 cause; 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, 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 • Flexible work environment supporting remote, hybrid, or in-office arrangements • Inclusive and collaborative culture • Equal opportunity employment