Customer Support Engineer
New
T
TailscaleSoftware, SaaS
Remote (United States)Full-TimeMiddle
Salary$97,000 — $121,000 USD
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Job Details
- Experience
- 4+ years
- Required Skills
- KubernetesJiraSlack
Requirements
- 4+ years of experience in a technical support role within a SaaS company.
- Demonstrated experience handling escalated or enterprise-tier accounts.
- Strong working knowledge of networking fundamentals: TCP/IP, DNS, subnetting, firewalls, NAT traversal, and routing.
- Hands-on familiarity with Tailscale or comparable networking/VPN products like WireGuard.
- Proficiency in troubleshooting across multiple operating systems including macOS, Windows, Linux, and mobile platforms.
- Experience working with identity providers and SSO integrations (e.g., Okta, Google Workspace, Azure AD).
- Basic experience troubleshooting Kubernetes environments, including pod networking and kubectl.
- Familiarity with log analysis and CLI-based diagnostic tools.
- Excellent written communication skills with the ability to explain complex technical concepts clearly.
- Familiarity with Jira and Slack for workflow management.
- Proactive approach to learning new technologies and infra tools.
Responsibilities
- 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/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.
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