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Salary: USD 95,000 - 115,000 / annual
Tango is a product-led SaaS startup that helps teams automate busywork by capturing and sharing how-to guides. The company powers hundreds of thousands of users at enterprises like Cox, Salesforce, Gusto, and Lockheed Martin, and is backed by leading VCs including Slack Fund, Salesforce Ventures, and General Catalyst.
You will own technical support for Tango's enterprise customers, serving as the hub between Customer Success and Engineering teams. Your responsibilities include:
- Intake, triage, and resolution of complex technical issues escalated from Customer Success, managing a high-volume queue of concurrent issues
- Troubleshooting enterprise features, particularly SSO (SAML, OIDC) and SCIM provisioning with identity providers like Okta, Entra ID, and Google
- Joining technical troubleshooting and setup calls with customers as an autonomous, trusted point of contact
- Investigating root causes using logs (Datadog, PostHog), browser developer tools, and API calls
- Providing clear, timely updates to Customer Success and on-call Engineering on all open issues
- Escalating to Engineering with detailed technical analysis, reproduction steps, and root cause hypotheses, owning cases through resolution
- Using AI tools (Claude) to enrich issue context, analyze logs, and automate triage, summaries, and communications
- Building and maintaining runbooks, decision trees, and processes that enable Customer Success to resolve common issues independently
- Continuously improving support operations and scaling the function as the company grows
Reporting to Engineering leadership, you'll work in a fast-paced, collaborative startup environment with regular in-person off-sites across different US cities. The role emphasizes an AI-first mindset—you're expected to actively incorporate AI tools into your daily work to improve productivity and outcomes.
REQUIREMENTS:
- 4+ years of experience in technical support engineering or 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 (Okta, Entra ID, Google)
- Experience investigating issues through logs and APIs using tools like Datadog, PostHog, and browser developer tools; familiarity with HTTP status codes and API requests
- Track record of managing high-volume technical issue queues, prioritizing effectively, and keeping many issues moving simultaneously
- Hands-on experience using AI tools like Claude to automate triage, customer communication, and internal escalations
- Experience building runbooks, knowledge base content, or processes that enable other teams to resolve issues independently
- Excellent written and verbal communication with empathetic, customer-first approach; comfortable on customer calls and writing clear technical escalations
- Experience with support and issue-tracking tools such as Intercom and Linear
- Ability to thrive in a fast-paced, collaborative startup environment
BONUS:
- Experience supporting or working with Chrome extensions
- Working knowledge of JavaScript and HTML
- Familiarity with GraphQL APIs, AWS infrastructure
- Understanding of relational databases, basic SQL, or Snowflake
- Experience building automations with low-code/no-code tools or simple scripts
- Proficiency with CSV and Excel manipulation
