Technical Support Engineer, Tango

• 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 tools like Datadog, PostHog, and browser developer tools, and working with HTTP status codes and API requests
• 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
• Experience building runbooks, knowledge base content, or processes that help other teams resolve issues on their own
• 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
• Experience with support and issue-tracking tools such as Intercom and Linear
• You thrive in a fast-paced, collaborative startup environment
• You're a master of your craft and eager to share your knowledge to help others grow
• You embrace the growth mindset and refuse to settle for good enough
• You're fun! We're serious about not taking ourselves too seriously around here

Desirable

• We are looking for a detail-oriented, customer-obsessed problem solver to own technical support for our enterprise customers. You will take in, triage, and resolve customer issues, keep many of them moving at once, and make sure Customer Success and Engineering always know where things stand
• Reporting to Engineering leadership, you will be the hub between our Customer Success and Engineering teams. You will use AI to automate the repetitive parts of the job and build the runbooks and processes that help Customer Success solve common issues on their own. This is a great opportunity for an experienced, organized person who loves solving problems and finding smarter ways to work
• This is a remote position based in the US, with off-sites to meet your teammates in person (and explore different cities around the country!)
• 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
• Join technical troubleshooting and SCIM setup calls with customers on your own, as a trusted, autonomous point of contact
• Become an expert on our product so you can help customers with confidence
• Investigate issues using logs (Datadog, PostHog), browser developer tools, and API calls to find root causes
• Keep Customer Success and on-call Engineering informed with clear, timely updates on every open issue
• Escalate to on-call Engineering with detailed technical analysis, reproduction steps, and root cause hypotheses, and own each escalated case through to resolution
• Use AI tools like Claude to enrich issue context, analyze logs, and automate triage, summaries, and routine communications
• Build and maintain runbooks, decision trees, and processes that let Customer Success resolve common issues on their own
• Continuously improve how support runs at Tango, working with Engineering leadership to scale the function as we grow