Customer Support Engineer

• Join Tailscale's growing support team as a Tier 2 Support Engineer, serving as the face of the company for teams and companies using Tailscale. • Handle a broad range of technically complex tickets that will flex your technical muscles across networking, identity, and infrastructure. • Be part of a distributed team focused on delivering excellent support and proactively solving friction by partnering with the broader CX team and Product/Engineering. • Report directly to the Support Team Lead and play a key role in the team's journey.

• Have 4+ years of experience in a technical support role within a SaaS company, with demonstrated experience handling escalated or enterprise-tier accounts. • Have strong working knowledge of networking fundamentals including TCP/IP, DNS, subnetting, firewalls, NAT traversal, and routing. • Show proficiency in troubleshooting across multiple operating systems such as macOS, Windows, Linux, and mobile platforms. • Have experience working with identity providers and SSO integrations such as Okta, Google Workspace, and Azure AD. • Have basic experience troubleshooting Kubernetes environments, including familiarity with pod networking, namespaces, and kubectl. • Be familiar with log analysis and CLI-based diagnostic tools to independently investigate issues. • Have excellent written communication skills, with the ability to explain complex technical concepts with empathy and clarity. • Be familiar with Jira and Slack to manage internal workflows and collaborate across distributed teams. • Maintain a proactive approach to learning new technologies.

• Have hands-on familiarity with Tailscale or comparable networking/VPN products such as WireGuard or traditional VPNs. • Display a natural tinkerer's mindset demonstrated through personal projects, homelabs, or open-source contributions. • Have experience mentoring junior support colleagues through ticket reviews and escalation guidance. • Have experience with ACL configurations and subnet routing in network security contexts. • Have experience contributing to internal documentation and knowledge bases.

• Serve as the primary escalation point for technically complex tickets raised by paying customers, taking full ownership through to resolution. • Diagnose and troubleshoot advanced Tailscale-specific issues like ACL misconfigurations, subnet routing and exit node configurations, and integration with identity providers. • Manage a ticket queue with a consistent focus on SLA adherence, ensuring timely first responses and resolutions. • Drive positive user outcomes and maintain high CSAT scores by providing clear, helpful, and accurate technical guidance. • Balance a high volume of daily ticket replies while maintaining the technical depth required to troubleshoot complex networking issues. • Partner cross-functionally to identify recurring friction points and advocate for improvements to the user experience. • Own escalations of technically complex tickets from Tier 1, ensuring issues beyond Tier 1's scope are resolved efficiently. • Mentor and support Tier 1 colleagues through ticket reviews, escalation guidance, and documentation contributions.

• Receive a salary between £76,630 and £95,590 GBP plus equity incentive plan. • Get comprehensive group benefits with no waiting period, including health, vision, and dental coverage. • Receive employer-funded retirement contributions matching dollar-for-dollar up to 0.75% of eligible compensation. • Take 20 weeks paid parental leave for birthing parents or 16 weeks for non-birthing parents. • Get $1,500 USD annually for professional development. • Receive a company-owned laptop (Mac or PC), monthly home internet reimbursement, and $500 USD for home office setup. • Attend an annual company retreat and team off-sites. • Access flexible paid time off.

Tailscale is building the new Internet by delivering software that makes it easy to securely interconnect people and their devices, no matter where they are. Founded in 2019 and fully distributed, Tailscale is backed by Accel, CRV, Insight, Heavybit, and Uncork Capital. From hobbyists to multinational corporations, teams of every size use Tailscale each day to protect their networks and share access to internal tools.