Technical Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of the intake and triage of technical customer issues escalated from Customer Success.

• Prioritize and oversee a queue of various open issues.

• Address complex enterprise challenges, particularly involving SSO and SCIM.

• Facilitate technical troubleshooting and SCIM setup discussions with customers.

• Develop expertise in Tango’s product offerings.

• Analyze issues utilizing Datadog, PostHog, browser developer tools, logs, and API calls.

• Keep Customer Success and on-call Engineering updated regarding open issues.

• Escalate issues with thorough technical analysis, reproduction steps, and root-cause hypotheses, taking ownership of cases until resolution.

• Leverage AI tools such as Claude to enhance issue context, analyze logs, and automate triage, summaries, and communications.

• Create and maintain runbooks, decision trees, and processes.

• Enhance and scale Tango’s support function with guidance from Engineering leadership.

• Act as the liaison between Customer Success and Engineering.

⛳️ Requirements

• Minimum of 4 years of experience in technical support engineering or a comparable customer-facing technical role within a B2B SaaS environment.

• Practical experience in setting up and troubleshooting SSO (SAML, OIDC) and SCIM provisioning with identity providers such as Okta, Entra ID, or Google.

• Proficient in investigating issues through logs and APIs, utilizing Datadog, PostHog, browser developer tools, HTTP status codes, and API requests.

• Proven ability to manage a high-volume queue of technical issues while prioritizing multiple concerns.

• Experience employing AI tools like Claude to automate triage and communications.

• Familiarity with creating runbooks, knowledge base content, or processes.

• Exceptional written and verbal communication skills with an empathetic, customer-centric approach.

• Knowledge of support and issue-tracking tools such as Intercom and Linear.

• Ability to thrive in a dynamic, collaborative startup atmosphere.

• Experience in supporting or working with Chrome extensions.

• Basic understanding of JavaScript and HTML.

• Familiarity with GraphQL APIs and AWS infrastructure, or a willingness to learn.

• Understanding of relational databases, basic SQL, or familiarity with Snowflake.

• Experience in building automations using low-code/no-code tools or simple scripting.

• Proficient in creating and manipulating CSV or Excel files.

• Must reside in the United States.

🏝️ Benefits

• Comprehensive Medical/Dental/Vision coverage with 100% employer contribution, FSA, and an HSA for eligible plans.

• Competitive salary plus significant equity opportunities.

• 401(k) retirement plan.

• Flexibility to work from anywhere in the US, with stipends for UberEats and Deskpass.

• Generous annual stipend for Learning & Development & Productivity initiatives.

• Health and Wellness stipend available.

• Unlimited PTO, 10 paid holidays, 4 personal volunteer days, 4 mental health days, and paid time off for birthdays.

• Paid parental leave offered.

• Subsidized National Parks Annual Pass.

• Subsidized Roller Skates available.

• Compensation reviews conducted twice a year.

• Annual equity refresh program in place.

• Remote work with company-organized off-site events.