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Customer Support Engineer

3 weeks, 4 days ago
United Kingdom
Full-time
Senior
Technical Support Engineer
Customer and Technical Support
DNS JIRA Kubectl Kubernetes Linux macOS TCP/IP
Apply Now
Tailscale

Tailscale

Tailscale is a zero config VPN service that simplifies network security and connectivity for teams of any scale, offering easy deployment, minimal latency, and compatibility with existing services.

Diversified Telecommunication Services
51-250
Founded 2019
$115M raised
View All Jobs 20

Description

  • Serve as the primary escalation point for technically complex customer tickets and own them through resolution.
  • Diagnose and troubleshoot advanced Tailscale issues, including ACL misconfigurations, subnet routing, exit nodes, and identity provider integrations.
  • Manage a ticket queue while meeting SLA targets for first response and resolution times.
  • Provide clear, accurate technical guidance that drives positive user outcomes and high CSAT scores.
  • Handle a high volume of daily ticket replies while maintaining technical depth.
  • Partner with CX, Product, and Engineering to identify recurring friction points and advocate for improvements.
  • Own escalations from Tier 1, including issues from free-tier users that require deeper investigation.
  • Mentor Tier 1 support colleagues through ticket reviews, escalation guidance, and documentation contributions.

Requirements

  • 4+ years of experience in a technical support role within a SaaS company.
  • Experience handling escalated or enterprise-tier accounts.
  • Hands-on familiarity with Tailscale or comparable networking/VPN products such as WireGuard or traditional VPNs (preferred).
  • Strong knowledge of networking fundamentals, including TCP/IP, DNS, subnetting, firewalls, NAT traversal, and routing.
  • Ability to troubleshoot across macOS, Windows, Linux, and mobile platforms.
  • Experience with identity providers and SSO integrations such as Okta, Google Workspace, or Azure AD.
  • Basic experience troubleshooting Kubernetes environments, including pod networking, namespaces, and kubectl.
  • Familiarity with log analysis and CLI-based diagnostic tools.
  • Excellent written communication skills with the ability to explain complex technical concepts clearly and empathetically.
  • Familiarity with Jira and Slack for internal workflow and cross-team collaboration.
  • A proactive approach to learning new technologies and staying current with evolving infrastructure tools.

Benefits

  • Competitive total compensation package with base salary, equity, and variable commission for quota-based roles.
  • UK pay range of £76,630 to £95,590 GBP.
  • Comprehensive group benefits with no waiting period, including health, vision, and dental coverage for employees and families.
  • Remote-first work environment with flexibility in where and when you work.
  • Employer-funded retirement contributions, including dollar-for-dollar matching up to 0.75% of eligible compensation.
  • $1,500 USD annually for professional development, plus mentorship, coaching, and internal promotion opportunities.
  • Flexible paid time off.
  • Home office setup support, including a company-owned laptop, monthly internet reimbursement, and $500 USD for workstation customization.
  • Paid parental leave, including 20 weeks for birthing parents and 16 weeks for non-birthing parents.
  • Annual company retreat, team off-sites, and support for intentional in-person collaboration.

Interested in this position?

Apply directly on the company website

Apply Now

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