Technical Support Engineer

Summary

Tango is a product-led startup that helps teams automate busywork by creating and sharing how-to guides, automations, and in-app guidance. The Technical Support Engineer will own technical support for enterprise customers, triage and resolve complex issues, investigate root causes, and coordinate closely with Customer Success and Engineering. The role will also use AI and develop runbooks and processes to improve support operations.

Responsibilities

• 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

Skills

• 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
• At Tango, we operate with an AI-first mindset. We expect all team members across every function to actively engage with AI and incorporate it into their work. This includes using AI tools to improve productivity, streamline collaboration, and deliver stronger outcomes for our customers
• We're looking for people who are already building, learning, and finding ways AI can enhance their impact. You don't need to have all the answers, but you should be in the habit of trying
• Experience supporting or working with Chrome extensions
• Working knowledge of JavaScript and HTML
• Familiarity with GraphQL APIs, AWS infrastructure, and/or a willingness to learn more
• Understanding of relational databases, basic SQL capabilities, or familiarity with Snowflake
• Experience building automations with low-code or no-code tools, or simple scripts
• Proficiency with creating and manipulating CSVs or Excel sheets

Qualifications

Must Haves

• 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
• At Tango, we operate with an AI-first mindset. We expect all team members across every function to actively engage with AI and incorporate it into their work. This includes using AI tools to improve productivity, streamline collaboration, and deliver stronger outcomes for our customers
• We're looking for people who are already building, learning, and finding ways AI can enhance their impact. You don't need to have all the answers, but you should be in the habit of trying

Nice to Haves

• Experience supporting or working with Chrome extensions
• Working knowledge of JavaScript and HTML
• Familiarity with GraphQL APIs, AWS infrastructure, and/or a willingness to learn more
• Understanding of relational databases, basic SQL capabilities, or familiarity with Snowflake
• Experience building automations with low-code or no-code tools, or simple scripts
• Proficiency with creating and manipulating CSVs or Excel sheets

Benefits

• Equity
• Full Medical/Dental/Vision coverage with 100% employer contribution, FSA, and an HSA for qualified plans
• 401(k) plan
• Work from anywhere in the US, with UberEats and Deskpass stipends—on us!
• 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 (yes, seriously)
• Compensation review cycles 2x per year
• Annual equity refresh program