Tangent Inc offers a Level 2 technical support role built around hands-on experience, deeper product ownership, and client care standards. You will work onsite from a beachfront office in Burlingame, CA, with a structured environment that supports training, mentoring, and growth across networking, security, software, and hardware. Compensation starts at $60,000+ per year for this full-time, day-shift position, with a comprehensive benefits package including health coverage, vision, dental, 100% company covered life insurance, and a 401K plan.
What you’ll do
As a Level 2 Technical Support Representative, you will provide phone, email, and live chat support with a focus on Tangent’s email archiving appliance. The work includes troubleshooting, documentation, and coordinating installations and training for customers.
- Handle inbound customer questions via phone, providing direct answers or escalating as needed, while maintaining communication with the customer until the ticket is resolved.
- Respond to email and website chat inquiries related to Tangent products and services.
- Schedule customer appointments for phone and web-based installations and training, using tools like GoToMeeting and Microsoft Teams.
- Log and track support requests in the Tangent CRM database.
- Prepare RMAs for non-functional equipment using the Tangent RMA database.
- Send return shipping labels to customers for repairs via UPS/Fedex.
- Collaborate with sales representatives by answering technical questions and supporting mango product demonstrations for new clients.
- Assist internal non-technical personnel with computer and software support when needed.
- Create and maintain troubleshooting and support documentation, including process and troubleshooting documentation.
Responsibilities include hands-on technical work
You will troubleshoot a range of issues across Windows and email environments, including documentation of observed behaviors and careful analysis when new issues arise.
Requirements
- Broad knowledge and experience with Windows-based computers across both hardware and software.
- Ability to perform basic installation of Windows 7 and Windows 10, install device drivers, and troubleshoot common problems such as lack of audio output, wireless connectivity issues, and systems shutting off randomly.
- Courteous, patient, and professional communication in email, Teams chat, and phone or face-to-face interactions.
- Fluent English; other languages are not required.
- Ability to lift up to 35 pounds for short periods.
- California Class C Driver’s License and ability to travel.
- Strong organization skills and an excellent memory to manage multiple projects or issues at the same time.
- Help desk ticket tracking software experience is useful (for example: ZenDesk, FreshDesk, ServiceNow, Zoho), but not required.
- Linux knowledge and experience is desirable but not required.
- Ability to diagnose network connectivity involving DNS, TCP/IP, LAN, VPN, and firewall configurations.
- Careful analysis and troubleshooting of new issues, with careful documentation of behaviors after actions are taken.
- A good working knowledge of the Scientific Hypothesis practice of analysis is preferred.
- Working knowledge of Microsoft Office and clear communication to explain findings and next steps.
- Provide technical support for Microsoft Windows Server, Windows, Linux, and macOS, including Active Directory management and computer management.
Tools and technologies you’ll work with
- GoToMeeting, Microsoft Teams
- Windows 7, Windows 10, Microsoft Windows Server
- Microsoft Exchange, Office 365 / Exchange Online
- Google Workspace / GSuite
- ZenDesk, FreshDesk, ServiceNow, Zoho
- Active Directory, DNS, TCP/IP, LAN, VPN, firewall configurations
- Microsoft Office, macOS, Linux
Work environment
- This is a Level 2 role with increased responsibility and client care standards.
- Onsite position at Burlingame headquarters; hybrid or remote work is not available within the first 18 months.
- Business casual or above dress code required.
Benefits
- Two weeks+ of paid vacation annually.
- Comprehensive benefits package including health, dental, and vision coverage.
- 100% company covered life insurance.
- 401K plan.
- Paid time off.
- Professional development assistance.
- Life insurance.
Schedule: Day Shift (Required)
Location: In person, Burlingame, CA 94010 (Required)
