Technical Support Specialist, L1/L2

Tango

. Serve as the first point of contact for inbound customer requests across email, portal, and chat .

Posted 10/9/2026full-timeRemote • United States, CanadaJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong troubleshooting and problem-solving skills in a customer-facing technical support role, with proficiency in ticketing platforms and the ability to manage multiple tickets while meeting SLAs. Capable of investigating integrations and application configurations, and creating documentation to enhance support processes.

Highest-signal resume keywords

Customer-Facing Technical SupportTroubleshooting and Problem-SolvingTicketing Platform ExperienceIntegration and Application Configuration InvestigationDocumentation Creation and Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingProblem-SolvingIntegration InvestigationApplication ConfigurationAPIsSSO/AuthenticationSFTP/SSHSQLDocumentation WritingKnowledge Base Management

Soft Skills

Clear CommunicationOrganizational SkillsDetail-OrientedCustomer Expectation ManagementMentoring

Tools & Technologies

FreshdeskZendeskJira Service ManagementBI ToolsAI or Automation Tooling

Industry Keywords

SaaS SupportEnterprise B2B SoftwareIWMSWorkplace ManagementFacilities ManagementLease AccountingEnergy ManagementSustainability Platforms

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Serve as the first point of contact for inbound customer requests across email, portal, and chat
Triage, categorize, and prioritize tickets by severity and SLA
Resolve common issues using the knowledge base, macros, and standard operating procedures
Gather customer information and reproduce reported issues where possible
Maintain accurate ticket status, notes, and tags
Communicate with customers throughout the ticket lifecycle
Meet response and resolution SLA targets
Escalate issues outside L1 scope with full, reproducible context
Own complex and escalated tickets through resolution
Investigate application, configuration, data, and integration issues, including SSO/SAML, SFTP, reporting, and user access
Reproduce, diagnose, and document root cause; apply fixes or workarounds
Partner with Engineering and Product on suspected defects and provide reproducible bug reports
Handle higher-priority and time-sensitive incidents
Create and update knowledge base content
Support and mentor L1 teammates on recurring problem areas
Set and manage customer expectations regarding timelines, next steps, and follow-through
Represent the customer voice to Product and Engineering
Follow support processes and SLAs while identifying gaps and friction
Contribute to macros, templates, and SOPs
Turn recurring ticket drivers into documentation and self-service content

Requirements

What you’ll need

1+ years in a customer-facing technical or SaaS support role
Excellent written English and clear, professional communication
Strong troubleshooting and problem-solving skills
Ability to learn a complex enterprise product
Experience with a ticketing platform; Freshdesk preferred, or Zendesk, Jira Service Management, or equivalent
Organized and detail-oriented, with ability to manage multiple open tickets against SLAs
Comfortable working scheduled shifts to support coverage across time zones
For L2/Senior candidates: 3+ years in technical support or a comparable technical role
For L2/Senior candidates: Comfort investigating integrations, data, logs, and application configuration
For L2/Senior candidates: Familiarity with APIs, SSO/authentication, SFTP/SSH, and/or SQL
For L2/Senior candidates: Experience writing customer-facing and internal documentation
Nice to have: Experience supporting enterprise B2B software
Nice to have: Exposure to IWMS, real estate, workplace management, facilities, lease accounting, energy, or sustainability platforms
Nice to have: Familiarity with reporting or BI tools
Nice to have: Applied use of AI or automation tooling in a support context

Benefits

Comp & perks

Health, dental, and vision insurance
401(k) plan with company match
Generous paid time off
Flexible work environment supporting remote, hybrid, or in-office arrangements
Inclusive and collaborative culture
Equal opportunity employment