Remote Enterprise Tech Support Engineer (AI-Driven)

Tango Technology; United States; A distancia; USD 95.000 - 115.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical/Dental/Vision coverage

401(k) plan

Work from anywhere in the US

HSA for qualified plans

Learning & Development stipend

Health and Wellness stipend

Unlimited PTO and holidays

Parental leave

National Parks Annual Pass

Stipends for travel/activities

Descripción de la vacante

Tango Technology is seeking a detail-oriented, customer-obsessed Technical Support Engineer to own enterprise support issues. You’ll triage, resolve, and communicate status across Customer Success and Engineering, using AI tools to automate repetitive tasks.

This remote US-based role reports to Engineering leadership and collaborates with multiple teams. You’ll build runbooks, improve processes, and scale the support function as Tango grows, while delivering reliable help to our enterprise

Formación

• 4+ years in technical support engineering or similar customer-facing technical role at a B2B SaaS company.
• Hands-on experience setting up SSO (SAML, OIDC) and SCIM provisioning with identity providers (Okta/Entra ID/Google).
• Experience investigating issues via logs and APIs using Datadog, PostHog, and browser dev tools.
• Experience using AI tools to automate triage and communications.
• Familiarity with Intercom and Linear for support and issue tracking.

Responsabilidades

• Own intake and triage of technical customer issues escalated from Customer Success.
• Resolve complex issues with enterprise features, especially SSO and SCIM.
• Join troubleshooting and SCIM setup calls with customers as a trusted contact.
• Build runbooks and processes to help Customer Success resolve issues independently.
• Use AI tools to enrich issue context and automate triage and communications.
• Keep CS and on-call Engineering informed with timely updates on open issues.
• Escalate with detailed analysis and reproduction steps, owning cases through resolution.

Herramientas

Datadog

PostHog

Okta

Entra ID

Google

Claude

Intercom

Linear

Chrome extensions

Descripción del empleo

Tango Technology is seeking a detail-oriented, customer-obsessed Technical Support Engineer to own enterprise support issues. You’ll triage, resolve, and communicate status across Customer Success and Engineering, using AI tools to automate repetitive tasks.

This remote US-based role reports to Engineering leadership and collaborates with multiple teams. You’ll build runbooks, improve processes, and scale the support function as Tango grows, while delivering reliable help to our enterprise