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!).
WHAT YOU'LL DO
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
WHAT YOU’LL BRING
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
BONUS POINTS
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
ABOUT YOU
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
COMPENSATION
Our base salary compensation is $95,000 - 115,000 for this role, and the total compensation package will also include equity and benefits. We value each employee based on their impact within the company, regardless of their location. Due to this, we set salary ranges for all roles based on function, level, and benchmark against similar-stage growth companies. We share salary ranges on all job postings to comply with local legislation and provide greater transparency to candidates. Final offer amounts are determined by multiple factors, including past candidate experience and expertise, and may vary from the amounts listed above. Additionally, we offer compensation review cycles 2x per year and have an annual equity refresh program.
AI MINDSET
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.
WHY JOIN TANGO?
We believe teams that support and challenge each other are destined to win. That’s why we provide a competitive suite of benefits to support your personal and professional growth journey—and have some fun along the way.
TANGO 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—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)
OUR CORE VALUES
▶️ Take Action – Avoid indecision and move past points of uncertainty. Value speed and fail forward.
🚀 Aim High – Set uncomfortably ambitious goals. Reject mediocrity and take calculated risks.
👐 Seek Diversity – Invite unique perspectives. Create a safe space to challenge the status quo.
🌱 Leave It Better – Be an owner, not a renter. Cultivate a growth mindset.
✨ Customer Love – Champion the needs of the end user. Deliver magical experiences.
🏆 Team First – Winning as a team beats winning alone. Lift up others.
Learn more https://podcasts.apple.com/no/podcast/instilling-values-into-your-hiring-process-with-ken/id1267738283?i=1000575038048 about how we evaluate these values in our interview process.
