Technical Support Engineer

Job not on LinkedIn

🔥 12 hours ago

🇺🇸 United States – Remote

💵 $95k - $115k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Tango

WebsiteLinkedInAll Job Openings

11 - 50 employees

☁️ SaaS

🤝 B2B

⚡ Productivity

SaaS • B2B • Productivity

Tango is a company that provides digital adoption solutions to help organizations streamline their software training and adoption processes. Their offerings include creating guides and walkthroughs that can be pinned directly to business applications, allowing users to have access to critical knowledge at the point of need. Tango's platform includes features for measuring usage, process adoption, and identifying friction points, enabling organizations to improve efficiency and reduce errors in business processes. They offer integration capabilities with various systems like CRM, ERP, HRIS, and other business applications to enhance the digital adoption experience.

📋 Description

• Own intake and triage of technical customer issues escalated from Customer Success • Prioritize and manage a queue of multiple open issues • Resolve complex enterprise issues, especially SSO and SCIM • Lead technical troubleshooting and SCIM setup calls with customers • Become an expert on Tango’s product • Investigate issues using Datadog, PostHog, browser developer tools, logs, and API calls • Keep Customer Success and on-call Engineering informed about open issues • Escalate issues with technical analysis, reproduction steps, and root-cause hypotheses, and own cases through resolution • Use AI tools such as Claude to enrich issue context, analyze logs, and automate triage, summaries, and communications • Build and maintain runbooks, decision trees, and processes • Improve and scale Tango’s support function with Engineering leadership • Serve as the hub between Customer Success and Engineering

🎯 Requirements

• 4+ years of experience in technical support engineering or a similar customer-facing technical role at a B2B SaaS company • Hands-on experience setting up and troubleshooting SSO (SAML, OIDC) and SCIM provisioning with identity providers such as Okta, Entra ID, or Google • Experience investigating issues through logs and APIs, using Datadog, PostHog, browser developer tools, HTTP status codes, and API requests • Track record of managing a high-volume queue of technical issues and prioritizing multiple issues • Hands-on experience using AI tools like Claude to automate triage and communications • Experience building runbooks, knowledge base content, or processes • Excellent written and verbal communication with an empathetic, customer-first approach • Experience with support and issue-tracking tools such as Intercom and Linear • Experience thriving in a fast-paced, collaborative startup environment • Experience supporting or working with Chrome extensions • Working knowledge of JavaScript and HTML • Familiarity with GraphQL APIs and AWS infrastructure, or willingness to learn • Understanding of relational databases, basic SQL, or familiarity with Snowflake • Experience building automations with low-code/no-code tools or simple scripts • Proficiency creating and manipulating CSVs or Excel sheets • Must be based in the United States

🏖️ Benefits

• Full Medical/Dental/Vision coverage with 100% employer contribution, FSA, and an HSA for qualified plans • Competitive compensation + meaningful equity • 401(k) plan • Work from anywhere in the US, with UberEats and Deskpass stipends • Generous annual stipend for Learning & Development & Productivity • Health and Wellness stipend • Unlimited PTO, 10 holidays, 4 personal volunteer days, 4 mental health days, and birthdays off • Paid parental leave • Subsidized National Parks Annual Pass • Subsidized Roller Skates • Compensation review cycles 2x per year • Annual equity refresh program • Remote work with company off-sites