Customer Support Engineer

About the role

Join Tailscale as a Customer Support Engineer and be a key point of contact for users navigating technical challenges. This role involves resolving complex issues and contributing to a positive customer experience for a rapidly growing user base.

Key facts

What you'll do

• Act as the main point of contact for advanced technical inquiries from paying customers, seeing them through to complete resolution.
• Investigate and fix intricate problems related to Tailscale configurations, network routing, and identity provider integrations.
• Manage your workload to meet service level agreements, ensuring prompt initial responses and timely solutions.
• Deliver clear, helpful, and accurate technical guidance to ensure customer success and maintain high satisfaction.
• Work with other teams to identify common user difficulties and suggest improvements to the product and user journey.
• Handle escalations from Tier 1 support, addressing issues that require deeper technical expertise.
• Assist and guide Tier 1 support colleagues by reviewing tickets and providing advice.

Requirements

• At least 4 years of experience in a technical support capacity within a software-as-a-service environment, with a focus on handling complex or enterprise-level accounts.
• Practical experience with networking or VPN tools such as WireGuard or traditional VPNs is highly preferred.
• A natural curiosity and a drive to understand how systems function, demonstrated through personal projects or technical exploration.
• Solid understanding of networking principles including TCP/IP, DNS, subnetting, firewalls, NAT, and routing, with the ability to apply this knowledge to troubleshooting.
• Experience troubleshooting across various operating systems like macOS, Windows, Linux, and mobile devices.
• Familiarity with identity providers and single sign-on (SSO) setups, such as Okta, Google Workspace, or Azure AD, for user authentication.
• Basic knowledge of Kubernetes environments, including pod networking and command-line tools like kubectl.
• Experience analyzing logs and using command-line diagnostic tools for issue investigation.
• Strong written communication skills, capable of explaining technical topics clearly and empathetically.
• Familiarity with using Jira and Slack for workflow management and team collaboration.
• A proactive approach to learning new technologies and staying updated with infrastructure tools.

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 includes base salary, equity, and comprehensive benefits.
• Tailscale is a remote-first company.
• Benefits include health, vision, dental coverage, employer-funded retirement contributions, and professional development budget.
• Application deadline: Not specified.
• Visa sponsorship: Not specified.
• Travel: Company-sponsored annual retreats and team off-sites.
• AI-assisted tools are used in the hiring process, but all final decisions are made by people.
• Official communications will come from @tailscale.com, @greenhouse.io, and @interviews.modernloop.io email addresses.