What We’re Up to at Tango Card

Tango Card helps thousands of companies reach their goals by making rewards and incentives easy to send and awesome to receive. Our customers genuinely love working with us, and it shows: We’ve made the Inc. 5000 list of the fastest-growing private companies in America for the last five years. We’re backed by a stellar group of investors, including the private equity firm FTV (which led a $35M growth equity round in 2018), Fyrfly Venture Partners, Floodgate Capital, Eric Schmidt’s Innovation Endeavors, SWaN & Legend partners, and WTI.

We work with 2,500+ enterprise customers today, including some of the world’s most recognizable businesses: Twitter, Google, Extole, Microsoft, Salesforce, and F5. We also partner with the top gift card brands, including Amazon, Starbucks, Target, Walmart, The Home Depot as well as 600+ brands across 40+ countries. Our customers send millions of gift cards each month, and we’ve facilitated $2B gift card transactions since our creation. Last but not least, we proudly partner with many of the most respected non-profits in the country, including the National Park Foundation, Special Olympics, and Habitat for Humanity.

Why Work for Us

Tango Card is proud to have been rated one of the best companies to work for by Built In. We’re on an incredible path to be the #1 rewards provider, and to get there we need amazing people (like you) in customer support, sales, engineering, and finance to accomplish this vision.

We foster an office culture of autonomy and transparency with flexible working hours and slim team structures. We provide our team members with what they need to be successful—whether that’s the latest technology at their fingertips or empowering them to attend conferences about industry trends. We’re committed to promoting mentorship and career development opportunities for our team members. Our physical offices are designed for productivity and comfort with standing desks, comfortable pod chairs, and a very dog-friendly environment. If working from home is more your thing, many roles offer the choice to establish a remote office. With a company like Tango Card that’s experiencing high growth year over year, career opportunities abound and you have the chance to create, own, and grow your role.

COVID-19 Update: To learn more about how Tango Card has adapted during these times, take a look at our blog post, How Tango Card is Changing in the Face of COVID-19, by our CEO, David Leeds.

Reward yourself and join the Tango Card team!

The Job:

As Tango Card’s Lead Helpdesk Technician, you’ll be the lynchpin of IT support efforts—coordinating our Helpdesk technicians and working with our System Admin Team to ensure a smooth end-user experience across multiple IT processes. You’ll be the friendly, knowledgeable, and helpful “go-to” for all our business and employee tech needs. Guiding a team of technicians maintaining our computers, peripherals, and IT assets (locally and remote), you’ll ensure company standards are met and kept. If you’re already the person your social network calls for tech help, you might just be the best addition to our team!

Reports to: IT Manager

As a Lead Helpdesk Technician at Tango Card, you’ll:

• Guide a team of Helpdesk Technicians supporting IT corporate infrastructure and employees. You’ll help prioritize requests, tirage and diagnose systemic issues affecting users, and serve as the escalation point for the Helpdesk.
• Improve Helpdesk processes using metrics and statistics, personal experience, and employee and team feedback. Using these findings, you’ll coordinate with our Systems Administrators to help create a friction-free automated work environment.
• Provide friendly support to employees on MacOS and Windows and support the suites of software employees use, such as Microsoft Office. The Helpdesk team provides end-user technical support in person as well as via phone, our internal ticketing system, Slack, and email.
• Cultivate IT services for employee onboarding, collaborating with multiple teams such as HR and Business Systems to ensure new employees have successful starts.
• Be responsible for maintaining our IT physical assets—laptops, AV equipment, and more—as well as conducting regular audits to ensure accurate inventory, which will require 10–20% travel. Working with our vendors, you’ll ensure a steady supply of technology devices are available for Tango Card.
• Create polished, easy-to-understand user documentation for our customers and create and improve our internal IT documentation, meticulously documenting our internal processes.
• Work together, with the Tango Card IT team, to make Tango Card the best possible place to work.

To be effective in our Lead Helpdesk Technician role, you must have:

• 3+ years in a previous IT Helpdesk position or 1+ year as a Helpdesk Lead in a medium to large enterprise (300+ employees)
• Advanced understanding of both Windows 10 and MacOS
• Excellent customer care skills: you have empathy for those you assist and a passion for learning new things, teaching others, and promoting our culture of continuous improvement
• Previous experience writing user instructions, directions, and/or SOPs. You exemplify the utmost scrutiny and detail when crafting, editing, and launching process docs for your team and teams across the organization.
• Excellent troubleshooting skills that mean you know how to get down to the root of a problem: There are no dead ends, and if you don’t know the answer, you’ll find it out
• Must be willing to travel—estimated 10–20%–to visit our office sites to audit assets on a semi-quarterly or 1–2 times annually cadence
• Ability to lift up to 30lbs frequently

Our ideal Lead Helpdesk Technician at Tango Card will have most of the following skills and experience:

• Previous lead or leadership or management experience 
• Demonstrable prioritization skills—you’re an expert in knowing which ticket or project has greater importance and when to escalate an issue and have the ability to balance and plan the short-term actions of the team and leverage unique skill sets of team members
• Attention to detail—you're able to produce polished, easy-to-understand user guides and keep a wide range of systems and documents up to date
• Experience with Windows Server AD and Okta or other cloud-based directory services a big plus
• Experience with other Tango Card tools a plus: Okta, G-Suite, DUO, Active Directory, Slack, Meraki, Palo Alto VPN, Microsoft Office, Microsoft Intune, Kandji, Box, Powershell, and Bash

What you'll get from us:

• Competitive compensation package (money isn’t everything, but it helps)
• Medical, dental, and vision benefits (100% employer paid premium)
• Unlimited PTO and a generous holiday schedule
• 401(k) matching and equity opportunities (401(k) is a 100% match of up to 6%)
• Home-Office grant for ensuring a great WFH environment during social-distancing measures
• Award-winning culture that fosters autonomy, creativity, inclusion, transparency, and ownership
• Continued education and self-growth opportunities through Udemy
• Virtual fitness benefits through Classpass
• Dog-friendly offices

Tango Card is proud to extend its Voluntary WA State Paid Family Medical Leave Plan to employees across all Tango Card locations.

Tango Card is proud to be an equitable and equal opportunity employer; we’re strong because we’re diverse and prioritize inclusive practices. All applicants will be recruited and considered for employment regardless of their social identities, including but not limited to race, gender, color, religion, belief, national origin, age, sexual orientation, disability, and other protected classes. We thrive in the areas of recruiting and hiring when we have a growing awareness of the challenges faced by underrepresented candidates during the application and hiring process. We encourage all candidates to apply for roles they feel they have the skills to fulfill or a willingness to learn.