Customer Support Engineer

Summary

Join Tailscale as a Customer Support Engineer and become an expert in our product, providing technical support to individuals and companies. You will handle support requests, collaborate with other teams, and debug customer issues. This full-time, remote position requires 4+ years of experience in a SaaS support role and 1+ year of network troubleshooting experience. We value excellent communication skills and a strong desire to solve customer problems. Tailscale offers a competitive compensation package, comprehensive benefits, flexible work arrangements, and opportunities for professional development.

Requirements

• 4+ years experience in a support role within a SaaS company
• 1+ years experience with network troubleshooting. You should know what NS lookup and IP tables are. Extensive experience with Tailscale is even better!
• Interpersonal communication skills and the ability to work effectively on a team
• Excellent written communication skills. Much of the role is via email and async slack conversations
• A strong desire to work with customers and partners in solving problems

Responsibilities

• Become an expert in the use of the Tailscale product, including Access Control, Authentication, and Routing features
• Handle support requests from customers regarding issues occurring in their use of the product
• Work closely with Customer Success, Sales, and Engineering to help users successfully deploy the Tailscale product
• Collaborate with our Engineering team to debug and fix customer issues

Preferred Qualifications

Preference will be given to candidates based in the Pacific time zone

Benefits

• A competitive total compensation package. This includes a base salary, an equity incentive plan and variable commission (for quota-based roles)
• Comprehensive group benefits with no waiting period. Take advantage of coverage for health, vision, dental, and more for you and your family!
• All-remote with the opportunity to work from anywhere —enjoy a change of scenery wherever you can get wifi, participate in virtual and in-person social events, and leverage our corporate co-working program to visit WeWork (or other similar spaces near you)
• Connect with other Tailscalars IRL. Attend our annual company retreat, participate in team/department off-sites, or use your individual travel budget to meet up with team members in Canada, the US, or the UK
• Support for your personal and professional development. Grow your career thoughtfully with $1500 USD annually for professional development, or take advantage of mentorship, coaching, and internal promotion opportunities
• Paid time off and a healthy work-life integration. Our flexible, paid time off program supports you for any situation life throws your way, whether moving homes or travelling the world!
• A build-your-own home office setup. You choose your own company-owned laptop (Mac or PC), receive a monthly home internet reimbursement, and $1000 USD to customize your workstation to make it your own
• Generous parental leave program from your first day. We care about your life outside of work and encourage new parents to take advantage of parental leave top-ups for up to 26 weeks