Customer Support Engineer

This is a fully remote position, open to applicants in Canada.

📋 Description

• Act as the main point of escalation for technically intricate tickets submitted by paying customers.

• Identify and resolve advanced Tailscale-specific challenges.

• Oversee a ticket queue with a steadfast commitment to meeting SLA requirements.

• Foster positive user experiences and uphold high customer satisfaction (CSAT) scores.

• Handle a substantial volume of daily ticket responses while ensuring technical accuracy.

• Collaborate across teams to pinpoint recurring issues and friction points.

• Take ownership of escalated complex tickets originating from Tier 1 support.

• Provide mentorship and guidance to Tier 1 team members through ticket review processes.

⛳️ Requirements

• A minimum of 4 years of experience in a technical support capacity within a SaaS environment.

• Strong preference for hands-on experience with Tailscale or similar networking/VPN solutions.

• Demonstrate a natural curiosity and a tinkerer’s mindset regarding technology.

• Possess a robust understanding of networking principles, including TCP/IP, DNS, subnetting, firewalls, NAT traversal, and routing.

• Exhibit proficiency in troubleshooting across various operating systems, including macOS, Windows, Linux, and mobile platforms.

• Experience with identity providers and SSO integrations is essential.

• Basic familiarity with troubleshooting Kubernetes environments is advantageous.

• Knowledge of log analysis and command-line interface (CLI) diagnostic tools is preferred.

🏝️ Benefits

• An inclusive and flexible work environment that encourages authenticity.

• A competitive total compensation package.

• Comprehensive group benefits without any waiting periods.

• A remote-first company culture, with most teams working fully remotely.

• Opportunities to connect with fellow Tailscalars in real life.

• Support for your personal and professional growth.

• Paid time off and a healthy work-life balance.

• A customizable home office setup.

• A generous parental leave program starting from day one.