{"id":1768074,"url":"https://alion.io/job/tango-technical-support-engineer","title":"Technical Support Engineer","company":{"id":58911,"name":"Tango","domain":"tango.ai","url":"https://alion.io/company/tango-ai","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":95000,"max":115000,"currency":"USD","period":"year","gross":null,"usd_annual":115000},"salary_estimate":null,"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Claude","optional":false},{"name":"Datadog","optional":false},{"name":"Intercom","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Okta","optional":false},{"name":"Zoom","optional":false},{"name":"AWS","optional":true},{"name":"GraphQL","optional":true},{"name":"JavaScript","optional":true},{"name":"Slack","optional":true},{"name":"Snowflake","optional":true},{"name":"SQL","optional":true}],"status":"live","first_seen_at":"2026-10-02T18:57:47Z","employer_posted_date":"2026-10-02","last_verified_at":"2026-10-05T23:14:09Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"About Us\nWe knew there had to be a better way to automate busywork and get work done faster. So we built it.\nWith Tango, create and share how-to guides in minutes:\nCapture any process as you do it\nTango automatically builds a detailed guide and can also generate automations or in-app guidance\nShare, embed, or pin inside your existing tools, so your team can access it from where they work.\nAs a product-led fast growing startup, Tango powers hundreds of thousands of users at companies such as Cox, Salesforce, Gusto, Klaviyo, and Lockheed Martin. We’re backed by leading venture capital firms, including Slack Fund, Salesforce Ventures, Atlassian Ventures, Wing VC, General Catalyst, GSV Ventures, Tiger Global, and Hubspot. And we’re growing fast.\nWe’re building a future of work where Tango learns your workflows and rules and uses automation and intelligent agent features to help handle routine tasks.\nThat’s the future we’re building-Come build it with us.\nTL;DR\nWe are looking for a detail-oriented, customer-obsessed problem solver to own technical support for our enterprise customers. You will take in, triage, and resolve customer issues, keep many of them moving at once, and make sure Customer Success and Engineering always know where things stand.\nReporting to Engineering leadership, you will be the hub between our Customer Success and Engineering teams. You will use AI to automate the repetitive parts of the job and build the runbooks and processes that help Customer Success solve common issues on their own. This is a great opportunity for an experienced, organized person who loves solving problems and finding smarter ways to work.\nThis is a remote position based in the US, with off-sites to meet your teammates in person (and explore different cities around the country!).\nWhat you'll do\nOwn the intake and triage of technical customer issues escalated from Customer Success, prioritizing a queue of many open issues at once\n\nResolve complex issues with enterprise features, especially SSO and SCIM\n\nJoin technical troubleshooting and SCIM setup calls with customers on your own, as a trusted, autonomous point of contact\n\nBecome an expert on our product so you can help customers with confidence\n\nInvestigate issues using logs (Datadog, PostHog), browser developer tools, and API calls to find root causes\n\nKeep Customer Success and on-call Engineering informed with clear, timely updates on every open issue\n\nEscalate to on-call Engineering with detailed technical analysis, reproduction steps, and root cause hypotheses, and own each escalated case through to resolution\n\nUse AI tools like Claude to enrich issue context, analyze logs, and automate triage, summaries, and routine communications\n\nBuild and maintain runbooks, decision trees, and processes that let Customer Success resolve common issues on their own\n\nContinuously improve how support runs at Tango, working with Engineering leadership to scale the function as we grow\n\nWhat you’ll bring\n4+ years of experience in technical support engineering or a similar customer-facing technical role at a B2B SaaS company\n\nHands-on experience setting up and troubleshooting SSO (SAML, OIDC) and SCIM provisioning with identity providers such as Okta, Entra ID, or Google\n\nExperience investigating issues through logs and APIs, using tools like Datadog, PostHog, and browser developer tools, and working with HTTP status codes and API requests\n\nA track record of managing a high-volume queue of technical issues, prioritizing well, and keeping many issues moving at once\n\nHands-on experience using AI tools like Claude to automate parts of your work, from triage to customer and internal communication\n\nExperience building runbooks, knowledge base content, or processes that help other teams resolve issues on their own\n\nExcellent 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\n\nExperience with support and issue-tracking tools such as Intercom and Linear\n\nYou thrive in a fast-paced, collaborative startup environment\n\nBonus Points\nExperience supporting or working with Chrome extensions\n\nWorking knowledge of JavaScript and HTML\n\nFamiliarity with GraphQL APIs, AWS infrastructure, and/or a willingness to learn more\n\nUnderstanding of relational databases, basic SQL capabilities, or familiarity with Snowflake\n\nExperience building automations with low-code or no-code tools, or simple scripts\n\nProficiency with creating and manipulating CSVs or Excel sheets\n\nAbout you\nYou're a master of your craft and eager to share your knowledge to help others grow\n\nYou embrace the growth mindset and refuse to settle for good enough\n\nYou're fun! We're serious about not taking ourselves too seriously around here\n\nCompensation\nOur 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.\nAI mindset\nAt 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.\nWe'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.\nWhy join Tango?\nWe 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.\nTango benefits\nFull Medical/Dental/Vision coverage with 100% employer contribution, FSA, and an HSA for qualified plans\n\nCompetitive compensation + meaningful equity\n\n401(k) plan\n\nWork from anywhere in the US, with UberEats and Deskpass stipends-on us!\n\nGenerous annual stipend for Learning & Development & Productivity\n\nHealth and Wellness stipend\n\nUnlimited PTO, 10 holidays, 4 personal volunteer days, 4 mental health days, and birthdays off\n\nPaid parental leave\n\nSubsidized National Parks Annual Pass\n\nSubsidized Roller Skates (yes, seriously)\n\nOur core values\nTake Action - Avoid indecision and move past points of uncertainty. Value speed and fail forward.\nAim High - Set uncomfortably ambitious goals. Reject mediocrity and take calculated risks.\nSeek Diversity - Invite unique perspectives. Create a safe space to challenge the status quo.\nLeave It Better - Be an owner, not a renter. Cultivate a growth mindset.\nCustomer Love - Champion the needs of the end user. Deliver magical experiences.\nTeam First - Winning as a team beats winning alone. Lift up others.\n Learn more about how we evaluate these values in our interview process.","description_format":"text","description_chars":7448,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"master","optional":false},"security_clearance":false,"languages":[]},"benefits":["Equity","Parental leave","Unlimited PTO"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["E-learning","Virtual Events","Human Resources"],"lifecycle":[{"event":"open","at":"2026-10-03T14:35:05Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":2,"expected_fill_days":7,"reasons":["conf:0","win:early"],"computed_at":"2026-10-05T05:45:15Z"},"pay":{"stated_usd_annual":115000,"is_top_pay":true},"html_url":"https://alion.io/job/tango-technical-support-engineer","json_url":"https://alion.io/job/tango-technical-support-engineer.json","meta":{"generated_at":"2026-10-06T00:15:59Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":274,"day_limit":5000,"remaining_today":4726,"minute_limit":60,"resets_at":"2026-10-07T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":58911},"rest":"https://alion.io/mcp/rest/get_company?id=58911"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftango-technical-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftango-technical-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftango-technical-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/tango-technical-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftango-technical-support-engineer"}]}