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.

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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. 

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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.

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Job Requirements
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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

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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

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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)

Duties: Create complex, comprehensive test plans, including functional, integration, system, and performance testing. Conduct exploratory, edge-case, and security testing for critical systems.  This position is eligible for an employee referral program bonus.

Review and improve automation frameworks, scripts, and CI/CD integrations. Oversee the implementation of automated testing across the QA lifecycle. Mentor team members on automation best practices, tools, and techniques. Collaborate with developers, product managers, and stakeholders to prioritize and resolve defects. Ensure root cause analysis is performed for recurring issues and implement solutions. Represent QA in project meetings to ensure quality considerations are central to decision-making. Drive the adoption of QA best practices across development teams. Manage and mentor QA engineers of varying levels (junior to senior). Conduct performance evaluations, identify skill gaps, and recommend training plans. Foster a culture of collaboration, accountability, and continuous improvement. Develop and enforce a unified QA strategy, aligning with the company’s overall goals. Plan and oversee all QA activities, including timelines, budgets, and resource allocation. Work closely with product management, development, and operations teams to align on quality goals and deliverables. Act as the primary QA liaison for stakeholders and clients. Define and track key quality metrics such as defect rates, test coverage, and time-to-resolution. Prepare regular QA performance and progress reports for upper management. Evaluate and enhance QA processes, tools, and methodologies to increase efficiency. Introduce and champion new tools, technologies, or practices (e.g., test management systems, DevOps practices). Ensure compliance with industry standards and regulatory requirements. Oversee release readiness activities, including go/no-go decisions. Ensure proper testing in staging/production environments to prevent post-release issues.

Requires a Master’s degree in Computer Science, Information Technology or a related degree and 3 years of experience in related occupations. Requires 3 years of experience in the following: Functional testing and several tests that fall into Functional such as smoke testing, regression, system testing, unit testing, etc.; QA Tools such as Test Rail; working with POSTMAN to test APIs; SQL to verify data in databases; working in an Agile environment; and understanding the development processes. Telecommuting permitted.

Benefits: 15 PTO, 5 sick days, Healthcare BCBS and Dental and Vision, Matching 401k, 11 Paid Holidays

40 hours/week, $99,237 - $110,000 per year. Must also have authority to work permanently in the U.S. Applicants who are interested in this position may apply at www.jobpostingtoday.com (Ref. # 83362).