Senior Customer Support Engineer, Customer Escalations

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

📋 Description

• Take charge of high-severity, post-sales technical escalations from the moment of intake through to resolution or engineering handoff. This encompasses detailed investigations and the reproduction of challenging bugs that are hard to isolate.

• Engage in calls with customers, gather logs, and communicate findings regarding leading theories with the customer.

• Create engineering handoff packages that minimize the need for follow-up inquiries: include a reproducible case, log evidence (such as timestamps and node IDs), a version matrix, impact scope, what has already been ruled out, and a suggested engineering team to manage the fix.

• Document and track issues for verified bugs, ensuring the ticket/issue link remains intact so that engineering retains full context regarding the customer.

• Observe patterns across escalations to identify recurring or systemic issues early; translate insights gained into product enhancements, tooling, and runbooks that elevate the technical standards for the entire Support organization.

• Collaborate with Support, CSE, and Product/Engineering, while remaining within the scope of this team.

⛳️ Requirements

• Over 4 years of experience in a technical support or escalation role at a SaaS or infrastructure company, showcasing ownership of escalated or enterprise-tier accounts.

• A true problem-solver who thrives on unraveling complex and ambiguous technical challenges.

• Comfortable managing a live, high-stakes customer call: maintaining composure, building trust, and clearly communicating with a frustrated or technically adept customer under pressure.

• Practical networking experience in production or home lab settings: TCP/IP, routing, DNS, firewalls, NAT, VPNs, and load balancers.

• Strong understanding of overlay networking concepts — including WireGuard, UDP hole punching, STUN — and related VPN/networking products.

• Proficient in code-level debugging: capable of reading Go source, reasoning about goroutines, locks, channels, interpreting pprof CPU/heap profiles, and understanding network interface semantics.

• Familiarity with infrastructure concepts such as cloud IaaS, CI/CD pipelines, containerized applications, and Kubernetes debugging.

• Strong systems administration skills along with troubleshooting capabilities across Linux, macOS, and Windows platforms.

• Proven track record of independently creating reproducible test cases and clear, evidence-based bug reports that engineering can act on directly.

• Exceptional technical storytelling ability: able to distill complex, ambiguous issues into clear narratives for both technical and non-technical stakeholders.

• An investigative mindset; eager to analyze root causes and evaluate all options to guide customers to optimal solutions.

• Proficient in programming and scripting with Go, Python, and JSON.

• Experience with packet-level analysis.

🏝️ Benefits

• An inclusive and flexible environment where you can express your authentic self.

• A competitive total compensation package.

• Comprehensive group benefits available with no waiting period.

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

• Employer-funded retirement contributions.

• Opportunities to connect with other Tailscalars in real life.

• Support for your personal and professional growth.

• Paid time off with a focus on healthy work-life integration.

• A customizable home office setup.

• Paid parental leave program.