Technical Support Engineer

Job 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