Technical Support Engineer
Tango · Remote · Remote ·
COMPENSATION
€95k – €115k
Listed on the employer's job board (Ashby)
- Fully remote (US)
- SSO & SCIM expertise
- AI-driven workflow
- Enterprise B2B SaaS
- $95k-$115k base
You will own the intake and resolution of complex technical issues for enterprise customers, acting as the primary link between Customer Success and Engineering. The role requires deep product expertise to troubleshoot authentication protocols and API interactions while leveraging AI tools to streamline workflows.
Beyond direct support, you will create runbooks and decision trees to empower other teams to solve common problems independently. This position suits an organized problem-solver who enjoys scaling support functions in a fast-growing B2B SaaS environment.
What you'll do
- Triage and resolve escalated technical issues from the customer success queue
- Troubleshoot complex enterprise features including SSO and SCIM provisioning
- Lead technical troubleshooting calls with customers as an autonomous contact
- Investigate root causes using logs, browser developer tools, and API calls
- Provide clear updates to Customer Success and on-call Engineering teams
- Escalate bugs with detailed analysis and reproduction steps to engineers
- Use AI tools to automate triage, summaries, and routine communications
- Build runbooks and processes to help other teams resolve common issues
What you'll need
- At least 4 years in technical support or similar B2B SaaS roles
- Hands-on experience with SSO (SAML, OIDC) and SCIM setup
- Familiarity with identity providers like Okta, Entra ID, or Google
- Ability to investigate issues via logs, APIs, and HTTP status codes
- Experience managing high-volume technical issue queues effectively
- Practical use of AI tools like Claude for work automation
- Strong written and verbal communication skills for diverse audiences
- Proficiency with support tools such as Intercom and Linear
Nice to have
- Experience supporting or working with Chrome extensions
- Working knowledge of JavaScript and HTML
- Familiarity with GraphQL APIs and AWS infrastructure
- Understanding of relational databases and basic SQL
- Experience building automations with low-code tools or scripts
- Proficiency with creating and manipulating CSVs or Excel sheets
Stack
- SAML
- OIDC
- SCIM
- Okta
- Entra ID
- Datadog
- PostHog
- Claude
- Intercom
- Linear
- JavaScript
- HTML
- GraphQL
- AWS
- SQL
- Snowflake
How you'll work
- Fully remote within the United States
- Occasional off-sites to meet teammates in person
- Fast-paced startup environment
What you get
- $95,000 to $115,000 annual base salary
- Equity package and twice-yearly compensation reviews
- 100% employer-paid Medical, Dental, and Vision coverage
- 401(k) retirement plan
- Unlimited PTO plus holidays and volunteer days
- Stipends for learning, wellness, UberEats, and Deskpass
- Paid parental leave and subsidized National Parks pass