About TangoCode
TangoCode, Inc is a woman and minority-owned remote-first company that believes in fostering diversity within the technology community. Our diverse team is always striving to be at the forefront of innovation. We believe in building a company around our people, which makes it possible for us to provide each client with a skilled and dedicated team. Our model is highly collaborative, with a mix of innovation, automated tools, and customized development.
Our vision is to use our expertise in technology and our drive for innovation to build competitive advantages for our clients. We believe in a collaborative relationship with our clients. We have their back. We believe there is nothing you can do just for the sake of technology and that it is all about the human experience. We have fun building solutions our clients will love.
What you’ll do as a Support Software Engineer II
Our company seeks a Software Support Engineer II to join our Support Team.
You will be part of a groundbreaking team supporting product users in the digital marketing industry. You will become an expert on the product, helping us improve our customers' experience and continuously improving the support team's efficiency. You will support our client, develop the root cause analysis skills to diagnose and solve complex technical issues, and provide timely solutions to customers professionally.
Responsibilities
- Provide Technical Support to users of the Product.
- Manage support cases to ensure issues are recorded, tracked, resolved, and follow-ups are done promptly.
- Prioritize the support queue daily and assign team tasks
- Execute or oversee product installations and updates
- Implement or oversee API upgrades of the product's third-party integrations
- Design and guide the implementation and improvement of the product Monitoring system
- Implement ad-hoc solutions to solve client requests
- Fix production bugs and or implement development stories when needed
- Analyze tickets to suggest product improvements based on impact vs effort
- Prepare and deliver presentations, both internal and external, for the product.
- Provide technical leadership for the support engineering team.
Job Requirements
Must
- Proficient in English (Written and Spoken)
- Excellent written and verbal communication skills in English, with the ability to clearly explain technical issues to both engineers and non-technical stakeholders
- Work Experience (3+ years) in ReactJS
- Work Experience (3+ years) in NodeJS
- Proficient in Git and modern software development workflows (e.g., pull requests, CI/CD)
- Strong knowledge of SQL and working experience with non-relational databases (e.g., MongoDB, CouchDB)
- Experience integrating and troubleshooting third-party APIs
- Familiar with one or more OOP languages such as Java, C++, C#, etc
- Familiarity with cloud infrastructure services (e.g., AWS, Azure) and observability tooling (e.g., monitoring, logging, alerting)
- Must reside in LATAM
Nice to have (Bonus)
- Experience working with SaaS products.
- Experience with JIRA, JIRA HelpDesk, or similar ticketing/project tracking systems
- Background in Digital Marketing technologies or ad tech ecosystems
- Experience building out and scaling support or DevOps engineering teams
- Comfort with product thinking — ability to translate support trends into roadmap suggestions, feature proposals, or usability feedback
- Familiarity with QA processes or prior involvement in cross-functional teams including QA, product, and project managers
Qualifications
- Strong Communication & Technical skills
- Passion for support engineering: thrives under pressure, motivated by customer impact, and energized by team growth and operational excellence.
- Ability to adapt to change quickly and thrive in a collaborative, dynamic environment
- Proficient in English (Written and Spoken)
