Customer Support Engineer (Tier 1)
T
TailscaleNetworking Software
Remote (United Kingdom)Full-TimeEntry
Salary£49,770 — £78,210 GBP
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Job Details
- Required Skills
- JiraLinuxSlack
Requirements
- Display a natural tinkerer’s mindset and a deep curiosity for how things work, likely demonstrated through personal projects, homelabs, or open-source contributions.
- Demonstrate a foundational understanding of networking fundamentals, including DNS, IP addressing, firewalls, and routing.
- Show proficiency in troubleshooting across multiple operating systems such as macOS, Windows, Linux, and mobile OS’s.
- Some familiarity with Jira and Slack to manage internal workflows and communicate effectively with the team and customers.
- Exhibit excellent written communication skills, with the ability to explain complex technical concepts with empathy and clarity.
- Maintain a proactive approach to learning new technologies and staying current with evolving infra tools.
Responsibilities
- Act as the primary technical resource for less complex issues, resolving a wide range of configuration and networking challenges to keep them unblocked.
- Manage a high-velocity ticket queue with a consistent focus on meeting targets for time to first response and time to resolution.
- 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.
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