Senior Customer Support Engineer (Tier 3), Customer Escalations
New
T
TailscaleSaaS, Infrastructure
Remote (United States)Full-TimeSenior
Salary$115,000 — $144,000 USD
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Job Details
- Experience
- 4+ years
- Required Skills
- PythonKubernetesGoLinuxJSON
Requirements
- 4+ years in a technical support or escalation role at a SaaS or infrastructure company.
- Demonstrated ownership of escalated/enterprise-tier accounts.
- Experience owning live, high-stakes customer calls with clear communication under pressure.
- Hands-on networking experience: TCP/IP, routing, DNS, firewalls, NAT, VPNs, load balancers.
- Deep familiarity with overlay networking concepts: WireGuard, UDP hole punching, STUN.
- Code-level debugging capability in Go: reading source, goroutines/locks/channels, pprof profiles.
- Knowledge of infrastructure concepts: cloud IaaS, CI/CD, containerized applications, Kubernetes debugging.
- Strong systems administration skills across Linux, macOS, and Windows.
- Track record of building reproducible test cases and evidence-backed bug reports.
- Proficiency with programming/scripting in Go, Python, JSON.
- Experience with packet-level analysis.
Responsibilities
- Own high-severity, post-sales technical escalations from intake through resolution or engineering handoff.
- Perform deep-dive investigations and reproduction of difficult-to-isolate bugs.
- Conduct live customer calls to gather information, pull logs, and communicate leading theories.
- Build comprehensive engineering handoff packages including reproducible cases, log evidence, and impact scope.
- File and track issues for confirmed bugs while maintaining full customer context.
- Monitor escalation patterns to identify systemic issues and translate findings into product improvements, tooling, and runbooks.
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