{"id":2274616,"url":"https://alion.io/job/tango-technical-support-specialist-l1l2-2","title":"Technical Support Specialist (L1/L2)","company":{"id":3864331,"name":"Tango","domain":"tango.io","url":"https://alion.io/company/tango-8","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"inferred_payroll_markers","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Freshdesk","optional":false},{"name":"Jira","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-10-11T06:29:18Z","employer_posted_date":null,"last_verified_at":"2026-10-11T06:29:18Z","board_verified":false,"closed_at":null,"days_open":2,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":2},"description":"Let's Tango! Where Innovation Meets Impact.At Tango Analytics, we're all about helping businesses make smarter decisions through powerful technology, insightful data, and a whole lot of collaboration. Whether you're a creative thinker, a strategic planner, a tech wizard, or a customer champion, there's a place for you on our team. We believe work should be meaningful and fun — so if you're ready to make a difference while enjoying the journey, come join us and let's Tango!\nWe are looking for a Technical Support Specialist to join our dynamic and growing Customer Support organization.\nAbout the RoleWe are seeking a Technical Support Specialist to be the front line for our enterprise customers on Tango's IWMS/SaaS platform, the people who determine how customers experience Tango after the sale. In this combined L1/L2 role, you'll own the customer's issue from first contact through resolution: responding quickly to inbound requests, resolving the majority directly, and taking the more complex, technical problems as far as they need to go.\nThis is a hands-on, customer-facing role that blends first-response support with deeper technical troubleshooting. You'll work primarily in Freshdesk, follow established processes while helping improve them, and partner with Engineering, Product, and your fellow support engineers to close the loop on the issues that keep coming back.\nWhat You'll DoTier 1: First Response & Triage\n\nServe as the first point of contact for inbound customer requests across email, portal, and chat.\n\nTriage, categorize, and prioritize incoming tickets by severity and SLA.\n\nResolve common, well-documented issues using the knowledge base, macros, and standard operating procedures.\n\nGather complete information from customers and reproduce reported issues where possible.\n\nKeep tickets accurate and current (status, notes, tags), and communicate clearly with customers throughout the ticket lifecycle.\n\nMeet response and resolution SLA targets.\n\nEscalate issues that fall outside L1 scope to Tier 2 with full, reproducible context.\n\nTier 2: Technical Troubleshooting\n\nOwn escalated and complex tickets through to resolution.\n\nInvestigate application, configuration, data, and integration issues (SSO/SAML, SFTP, reporting, user access, and similar).\n\nReproduce, diagnose, and document root cause, then apply a fix or a clear workaround.\n\nPartner with Engineering and Product on suspected defects, providing clear and reproducible bug reports.\n\nHandle higher-priority and time-sensitive incidents.\n\nCreate and update knowledge base content to deflect repeat issues.\n\nSupport and mentor L1 teammates on recurring problem areas.\n\nCustomer Experience & Communication\n\nCommunicate clearly and professionally in writing, matching tone to the customer and the sever of the issue. \n\nSet and manage expectations on timelines, next steps, and follow-through. \n\nRepresent the voice of the customer back to Product and Engineering. \n\nProcess & Continuous Improvement\n\nFollow established support processes and SLAs while surfacing gaps and friction. \n\nContribute to the macros, templates, and SOPs that make the team faster and more consistent. \n\nHelp turn recurring ticket drivers into documentation and self-service content. \n\nAbout YouRequired\n\n1+ years in a customer-facing technical or SaaS support role.\n\nExcellent written English and clear, professional communication.\n\nStrong troubleshooting and problem-solving skills, with the ability to learn a complex enterprise product.\n\nExperience with a ticketing platform (Freshdesk preferred; Zendesk, Jira Service Management, or equivalent).\n\nOrganized and detail-oriented, able to manage multiple open tickets against SLAs.\n\nComfortable working scheduled shifts to support coverage across time zones.\n\nAdditional for L2 / Senior Candidates\n\n3+ years in technical support or a comparable technical role.\n\nComfort investigating integrations, data, logs, and application configuration.\n\nFamiliarity with technical concepts such as APIs, SSO/authentication, file transfer (SFTP/SSH), and/or SQL.\n\nExperience writing customer-facing and internal documentation.\n\nNice to Have\n\nExperience supporting enterprise B2B software.\n\nExposure to IWMS, real estate, workplace management, facilities, lease accounting, energy, or sustainability platforms.\n\nFamiliarity with reporting or BI tools.\n\nApplied use of AI or automation tooling in a support context.\n\nWhat We OfferWe're committed to creating an environment where you can thrive—professionally and personally.\nOur offerings include:\nCompetitive Compensation We recognize and reward your contributions with a salary package\n\nthat reflects your value.\n\nComprehensive Benefits Including health, dental, and vision insurance, a 401(k) plan with\n\ncompany match, and generous paid time off to support your well-being.\n\nFlexible Work Environment Whether remote, hybrid, or in-office, we support work arrangements\n\nthat promote productivity and balance.\n\nInclusive & Collaborative Culture We foster a workplace where diverse perspectives are\n\nvalued, teamwork is encouraged, and everyone has a voice.\n\nTango is proud to be an equal opportunity employer. We are committed to equal opportunity\nregardless of race, ethnicity, religion, parental status, sexual orientation, age, citizenship, disability,\nor veteran status.Originally posted on Himalayas","description_format":"text","description_chars":5356,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Flexible schedule","Vision insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Machine Learning","Custom Software Development"],"lifecycle":[{"event":"open","at":"2026-10-11T08:45:45Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":1,"expected_fill_days":8,"reasons":["seen:1","win:early"],"computed_at":"2026-10-13T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/tango-technical-support-specialist-l1l2-2","json_url":"https://alion.io/job/tango-technical-support-specialist-l1l2-2.json","meta":{"generated_at":"2026-10-13T13:33:04Z","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_verified","counted_by":"address","units_charged":1,"used_today":20971,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-14T00:00:00Z"}},"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":3864331},"rest":"https://alion.io/mcp/rest/get_company?id=3864331"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftango-technical-support-specialist-l1l2-2"},{"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-specialist-l1l2-2"},{"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-specialist-l1l2-2"},{"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-specialist-l1l2-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftango-technical-support-specialist-l1l2-2"}]}