Tango

Support Engineer

• Own intake and triage of technical customer issues escalated from Customer Success
• Prioritize and manage a queue of multiple open issues
• Resolve complex enterprise issues, especially SSO and SCIM
• Lead technical troubleshooting and SCIM setup calls with customers
• Become an expert on Tango’s product
• Investigate issues using Datadog, PostHog, browser developer tools, logs, and API calls
• Keep Customer Success and on-call Engineering informed about open issues
• Escalate issues with technical analysis, reproduction steps, and root-cause hypotheses, and own cases through resolution
• Use AI tools such as Claude to enrich issue context, analyze logs, and automate triage, summaries, and communications
• Build and maintain runbooks, decision trees, and processes
• Improve and scale Tango’s support function with Engineering leadership
• Serve as the hub between Customer Success and Engineering

Technical Support Engineer