Technical Support Specialist (L1/L2)

Tier 1: First Response & Triage • 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, well-documented issues using the knowledge base, macros, and standard operating procedures. • 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.

We're committed to creating an environment where you can thrive—professionally and personally.

Let's Tango! Where Innovation Meets Impact. At Tango Analytics, we're all about helping businesses make smarter decisions through powerful technology, insightful data, and a whole lot of collaboration. Whether you're a creative thinker, a strategic planner, a tech wizard, or a customer champion, there's a place for you on our team. We believe work should be meaningful and fun — so if you're ready to make a difference while enjoying the journey, come join us and let's Tango! We are looking for a Technical Support Specialist to join our dynamic and growing Customer Support organization. About the Role We are seeking a Technical Support Specialist to be the front line for our enterprise customers on Tango's IWMS/SaaS platform, the people who determine how customers experience Tango after the sale. In this combined L1/L2 role, you'll own the customer's issue from first contact through resolution: responding quickly to inbound requests, resolving the majority directly, and taking the more complex, technical problems as far as they need to go. This is a hands-on, customer-facing role that blends first-response support with deeper technical troubleshooting. You'll work primarily in Freshdesk, follow established processes while helping improve them, and partner with Engineering, Product, and your fellow support engineers to close the loop on the issues that keep coming back. What You'll Do Tier 1: First Response & Triage • 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, well-documented issues using the knowledge base, macros, and standard operating procedures. • 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. Tier 2: Technical Troubleshooting • 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. Customer Experience & Communication • Communicate clearly and professionally in writing, matching tone to the customer and the sever 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. Process & Continuous Improvement • 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. About You Required • 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 to support coverage across time zones. Additional for L2 / Senior Candidates • 3+ years in technical support or a comparable technical role. • Comfort investigating integrations, data, logs, and application configuration. • Familiarity with technical concepts such as APIs, SSO/authentication, file transfer (SFTP/SSH), and/or SQL. • Experience writing customer-facing and internal documentation. Nice to Have • Experience supporting enterprise B2B software. • Exposure to IWMS, real estate, workplace management, facilities, lease accounting, energy, or sustainability platforms. • Familiarity with reporting or BI tools. • Applied use of AI or automation tooling in a support context. What We Offer We're committed to creating an environment where you can thrive—professionally and personally. Our offerings include: • Competitive Compensation We recognize and reward your contributions with a salary package • that reflects your value. • Comprehensive Benefits Including health, dental, and vision insurance, a 401(k) plan with • company match, and generous paid time off to support your well-being. • Flexible Work Environment Whether remote, hybrid, or in-office, we support work arrangements • that promote productivity and balance. • Inclusive & Collaborative Culture We foster a workplace where diverse perspectives are • valued, teamwork is encouraged, and everyone has a voice. Tango is proud to be an equal opportunity employer. We are committed to equal opportunity regardless of race, ethnicity, religion, parental status, sexual orientation, age, citizenship, disability, or veteran status. 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