Technical Support Engineer (AI-First) - Remote (US)

TL;DR: Tango is seeking a detail-oriented, customer-obsessed problem solver to own technical support for enterprise customers. You will triage, resolve, and escalate issues while acting as the hub between Customer Success and Engineering teams. This role leverages AI tools like Claude to automate repetitive tasks, build runbooks, and improve support processes.

What You’ll Do:

• Own intake and triage of technical customer issues from Customer Success, managing a high-priority queue.
• Resolve complex issues, especially around SSO (SAML, OIDC) and SCIM provisioning.
• Lead technical troubleshooting and SCIM setup calls with customers as an autonomous point of contact.
• Become an expert on Tango’s product to assist customers confidently.
• Investigate issues using logs (Datadog, PostHog), browser developer tools, and API calls.
• Keep Customer Success and Engineering informed with clear, timely updates on all open issues.
• Escalate to on-call Engineering with detailed technical analysis, reproduction steps, and root cause hypotheses.
• Use AI tools like Claude to enrich issue context, automate triage, and streamline communications.
• Build and maintain runbooks, decision trees, and processes to empower Customer Success to resolve common issues independently.
• Continuously improve support operations, collaborating with Engineering leadership to scale the function.

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 with identity providers like Okta, Entra ID, or Google.
• Experience investigating issues via logs, APIs, Datadog, PostHog, and browser developer tools.
• A track record of managing a high-volume queue of technical issues with strong prioritization skills.
• Experience using AI tools like Claude to automate triage, summaries, and communications.
• Experience building runbooks, knowledge bases, or processes to help other teams resolve issues independently.
• Excellent written and verbal communication with a customer-first, empathetic approach.
• Experience with support tools like Intercom and Linear.
• Thrives 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, or willingness to learn.
• Understanding of relational databases and basic SQL, or familiarity with Snowflake.
• Experience building automations with low-code/no-code tools or simple scripts.
• Proficiency with CSVs or Excel sheets.

AI Mindset:

Tango operates with an AI-first mindset. All team members are expected to engage with AI to improve productivity, collaboration, and customer outcomes. You don’t need to be an expert, but you should be proactive in exploring AI’s potential.