Senior Customer Support Engineer (Tier 3), Customer Escalations

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TailscaleInfrastructure SaaS

Tailscale is a remote-first company with teammates across Canada, the United States, the United Kingdom, and Singapore.Full-TimeSenior

Salary£90,850—£113,760 GBP

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Job Details

4+ years in a technical support or escalation role at a SaaS or infrastructure company.
Demonstrated ownership of escalated or enterprise-tier accounts.
Hands-on networking experience in production or homelab environments (TCP/IP, routing, DNS, firewalls, NAT, VPNs, load balancers).
Deep familiarity with overlay networking concepts (WireGuard, UDP hole punching, STUN) and VPN products.
Code-level debugging capability including reading Go source, goroutines, locks, channels, and pprof profiles.
Infrastructure knowledge: cloud IaaS, CI/CD pipelines, containerized applications, and Kubernetes debugging.
Systems administration and troubleshooting across Linux, macOS, and Windows.
Experience building reproducible test cases and evidence-backed bug reports.
Proficiency with programming or scripting in Go, Python, and JSON.
Experience with packet-level analysis.
Strong technical storytelling skills for both technical and non-technical stakeholders.

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.
Lead customer calls to gather information, pull logs, and communicate technical theories.
Build comprehensive engineering handoff packages including log evidence, version matrix, and impact scope.
File and track confirmed bug issues to ensure engineering maintains customer context.
Monitor escalation patterns to identify systemic issues and create documentation or tooling to improve support operations.

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