Remote opportunity at
TangoTechnical Support Engineer
Tango builds a product that records a workflow as someone performs it, then produces shareable how-to documentation, automations and in-app guidance. The company is product-led, growing…
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About This Role
Tango builds a product that records a workflow as someone performs it, then produces shareable how-to documentation, automations and in-app guidance. The company is product-led, growing quickly, and sells to enterprise customers. This remote Technical Support Engineer post is US-based and sits between Customer Success and Engineering. The person takes in technical tickets that Customer Success escalates, sorts and ranks them, and keeps a large queue moving. Enterprise identity features…
Job Description
Tango builds a product that records a workflow as someone performs it, then produces shareable how-to documentation, automations and in-app guidance. The company is product-led, growing quickly, and sells to enterprise customers. This remote Technical Support Engineer post is US-based and sits between Customer Success and Engineering.
The person takes in technical tickets that Customer Success escalates, sorts and ranks them, and keeps a large queue moving. Enterprise identity features such as SSO and SCIM are central. The engineer joins troubleshooting sessions and SCIM setup calls as a dependable contact, digs into root causes with logs, browser developer tools and API requests, and writes thorough escalations for on-call engineers. The role also calls for using AI assistants to shorten triage and routine messages, plus building playbooks so Customer Success can handle recurring problems alone.
Applicants should have four or more years of technical support or a comparable role facing customers at a B2B software-as-a-service business, with hands-on SSO and SCIM work involving identity providers like Okta, Entra ID or Google. The job reports to Engineering leadership. Base pay is listed at $95,000 to $115,000, and total compensation also includes equity and benefits. Compensation reviews occur twice annually.
Responsibilities
- Sort and prioritize a backlog of technical problems escalated by Customer Success
- Resolve intricate enterprise cases, mainly around SSO and SCIM
- Sit in on troubleshooting and SCIM setup calls as the customer's go-to technical contact
- Diagnose issues through logs, developer tools and API calls
- Hand off detailed escalations to on-call Engineering and follow each case to resolution
- Keep Customer Success and Engineering informed about every open ticket
- Apply AI tools to speed up triage, summaries and routine messages
- Create playbooks and decision trees that let Customer Success fix common issues
Requirements
- Four years or more in technical support or a comparable role serving customers at a business software company
- Practical SSO (SAML, OIDC) and SCIM setup and troubleshooting with identity vendors including Okta, Entra ID or Google
- Investigating problems through logs and APIs, including HTTP status codes and request analysis
- Proven ability to manage a high volume of issues and set priorities well
- Hands-on use of AI assistants for work tasks
- Experience creating runbooks, knowledge base articles or repeatable processes
- Clear, empathetic communication in writing and on calls
- Experience with Intercom and Linear or similar issue-tracking platforms
Qualifications
- Experience with Chrome extensions
- Comfort with JavaScript and HTML basics
- Some GraphQL, AWS or readiness to learn
- Grasp of relational databases, plus basic SQL or Snowflake knowledge
- Low-code or scripted automation experience
- Comfort with CSVs and spreadsheets
Core Skills
Benefits
- Full medical, dental and vision coverage, with the employer paying 100 percent of the premium
- FSA and HSA options
- 401(k) retirement plan
- Equity and competitive pay
- Stipends for meals and coworking, and the freedom to live and work in any US location
- Unlimited PTO, 10 holidays, four personal volunteer days and four mental health days
- Paid parental leave
- Annual learning and productivity budget
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this role remote?
Yes, it is a remote role based in the US, with periodic in-person off-sites.
What is the base salary?
The base salary is $95,000 to $115,000, and the package also includes equity and benefits.
What experience is required?
Four or more years of technical support or customer-facing technical work at a B2B SaaS company is required.
Is SSO experience needed?
Yes, practical know-how in single sign-on protocols such as SAML and OIDC, plus SCIM provisioning, is required.
Sample Interview Questions
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