Customer Support Engineer

About the role

Tailscale is seeking a Customer Support Engineer who will play a vital role in assisting users with their technical challenges. This position is centered around troubleshooting complex issues and enhancing the overall customer experience for our expanding user community. As a key member of the support team, you will ensure that customers receive the assistance they need to effectively utilize our services.

Key facts

What you'll do

• Serve as the primary contact for intricate technical queries from our paying customers, guiding them through to a complete resolution.
• Analyze and resolve complex issues related to Tailscale configurations, network routing, and integrations with identity providers.
• Organize and prioritize your tasks to meet established service level agreements, ensuring quick initial responses and timely resolutions.
• Provide clear, accurate, and helpful technical support to promote customer success and maintain high satisfaction levels.
• Collaborate with cross-functional teams to identify recurring user challenges and propose enhancements to the product and user experience.
• Address escalated issues from Tier 1 support that necessitate advanced technical knowledge.
• Mentor Tier 1 support staff by reviewing support tickets and offering guidance on complex cases.
• Document solutions and create knowledge base articles to aid in the continuous improvement of support processes.
• Participate in team meetings to discuss customer feedback and share insights on potential product improvements.
• Stay updated on industry trends and emerging technologies to provide informed support and recommendations.
• Engage in training sessions to enhance your technical skills and knowledge of Tailscale products.
• Contribute to a positive team environment by sharing knowledge and collaborating effectively with colleagues.

Requirements

• A minimum of 4 years of experience in a technical support role within a software-as-a-service context, particularly with complex or enterprise-level accounts.
• Hands-on experience with networking or VPN technologies, such as WireGuard or traditional VPN solutions, is highly desirable.
• A genuine curiosity and eagerness to understand system functionalities, evidenced by personal projects or technical exploration.
• Strong grasp of networking concepts, including TCP/IP, DNS, subnetting, firewalls, NAT, and routing, with the ability to apply this knowledge in troubleshooting scenarios.
• Proficient in troubleshooting across multiple operating systems, including macOS, Windows, Linux, and mobile platforms.
• Familiarity with identity providers and single sign-on (SSO) configurations, such as Okta, Google Workspace, or Azure Active Directory, for user authentication.
• Basic understanding of Kubernetes environments, including pod networking and command-line tools like kubectl.
• Experience with log analysis and command-line diagnostic tools for troubleshooting issues.
• Exceptional written communication skills, with the ability to convey technical information clearly and empathetically.
• Proficient in using Jira and Slack for managing workflows and collaborating with team members.
• A proactive attitude towards learning new technologies and keeping abreast of developments in infrastructure tools.

Nice to have

• Experience with cloud service providers such as AWS, GCP, or Azure.
• Knowledge of programming or scripting languages, such as Python or Bash, to automate tasks.
• Familiarity with customer relationship management (CRM) tools to track customer interactions.

Skills & tools

• Tailscale
• WireGuard
• TCP/IP
• DNS
• Subnetting
• Firewalls
• NAT traversal
• Routing
• macOS
• Windows
• Linux
• Mobile platforms
• Okta
• Google Workspace
• Azure AD
• Kubernetes
• kubectl
• Jira
• Slack

Practical notes

• Salary range: £76,630 - £95,590 GBP.
• Compensation package includes a base salary, equity options, and a comprehensive benefits package.
• Tailscale operates as a remote-first organization, allowing for flexible work arrangements.
• Employee benefits encompass health, vision, and dental insurance, along with employer-funded retirement contributions and a budget for professional development.
• The application deadline is not specified.
• Visa sponsorship details are not provided.
• The company organizes annual retreats and team off-site events.
• The hiring process incorporates AI-assisted tools, but all final hiring decisions are made by human personnel.
• Official communications will originate from email domains such as @tailscale.com, @greenhouse.io, and @interviews.modernloop.io.