Customer Support Engineer

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

📋 Description

• Act as the main escalation point for complex technical tickets submitted by paying customers.

• Identify and resolve advanced Tailscale-related issues.

• Oversee a ticket queue while consistently prioritizing adherence to SLAs.

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

• Manage a substantial number of daily ticket responses while preserving technical accuracy.

• Collaborate across teams to pinpoint recurring challenges.

• Take ownership of escalations involving technically intricate tickets from Tier 1.

• Guide and assist Tier 1 team members through ticket review processes.

⛳️ Requirements

• Minimum of 4 years experience in a technical support position within a SaaS organization.

• Practical knowledge of Tailscale or similar networking/VPN solutions.

• Exhibit a natural tinkering mindset and a profound curiosity about operational mechanics.

• Strong understanding of networking essentials, including TCP/IP, DNS, subnetting, firewalls, NAT traversal, and routing.

• Proven ability to troubleshoot across various operating systems such as macOS, Windows, Linux, and mobile platforms.

• Experience collaborating with identity providers and integrating SSO.

• Basic knowledge of troubleshooting Kubernetes environments.

• Familiar with log analysis and command-line interface (CLI) diagnostic tools.

• Excellent written communication abilities.

• Acquainted with Jira and Slack for managing internal processes.

🏝️ Benefits

• An inclusive and flexible environment that allows you to be your authentic self.

• A competitive total compensation package.

• Comprehensive group benefits with no waiting period.

• A remote-first company—most of our teams work entirely remotely.

• Opportunities to connect with other Tailscalars in real life.

• Support for your personal and professional growth.

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

• A customizable home office setup.

• Generous parental leave policy effective from your first day.