Remote-Ready Technical Support Specialist

Tango; United States; Hybrid; USD 42,000 - 64,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) plan with company match

Paid time off

Job summary

Tango Analytics seeks a Technical Support Specialist to serve as the front line for our enterprise customers on the IWMS/SaaS platform. You will own issues from first contact to resolution, triaging, troubleshooting, and communicating with customers throughout the lifecycle.

This hands-on role blends first-response support with deeper technical troubleshooting, working with Engineering and Product to close recurring issues and improve self-service content.

Qualifications

• 1+ years in a customer-facing technical or SaaS support role.
• Excellent written English and clear, professional communication.
• Strong troubleshooting and problem-solving skills, with the ability to learn a complex enterprise product.
• Experience with a ticketing platform (Freshdesk preferred; Zendesk, Jira Service Management, or equivalent).
• Organized and detail-oriented, able to manage multiple open tickets against SLAs.
• Comfortable working scheduled shifts across time zones.

Responsibilities

• Serve as the first point of contact for inbound customer requests across email, portal, and chat.
• Triage, categorize, and prioritize incoming tickets by severity and SLA.
• Resolve common issues using the knowledge base, macros, and SOPs.
• Gather complete information from customers and reproduce reported issues where possible.
• Keep tickets accurate and current (status, notes, tags), and communicate clearly with customers throughout the ticket lifecycle.
• Meet response and resolution SLA targets.
• Escalate issues that fall outside L1 scope to Tier 2 with full, reproducible context.
• Own escalated and complex tickets through to resolution.
• Investigate application, configuration, data, and integration issues (SSO/SAML, SFTP, reporting, user access, and similar).
• Reproduce, diagnose, and document root cause, then apply a fix or a clear workaround.
• Partner with Engineering and Product on suspected defects, providing clear and reproducible bug reports.
• Handle higher-priority and time-sensitive incidents.
• Create and update knowledge base content to deflect repeat issues.
• Support and mentor L1 teammates on recurring problem areas.
• Communicate clearly and professionally in writing, matching tone to the customer and the severity of the issue.
• Set and manage expectations on timelines, next steps, and follow-through.
• Represent the voice of the customer back to Product and Engineering.
• Follow established support processes and SLAs while surfacing gaps and friction.
• Contribute to the macros, templates, and SOPs that make the team faster and more consistent.
• Help turn recurring ticket drivers into documentation and self-service content.

Skills

Customer-facing communication

Troubleshooting

Organized with SLAs

Multitasking

English proficiency

Tools

Freshdesk

Zendesk

Jira Service Management

Job description

Tango Analytics seeks a Technical Support Specialist to serve as the front line for our enterprise customers on the IWMS/SaaS platform. You will own issues from first contact to resolution, triaging, troubleshooting, and communicating with customers throughout the lifecycle.

This hands-on role blends first-response support with deeper technical troubleshooting, working with Engineering and Product to close recurring issues and improve self-service content.