Support Engineer (Tier 1)

2 hours, 3 minutes ago
Full-time
Junior
Customer and Technical Support
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

Description

  • Act as the primary technical resource for the free user community and resolve configuration and networking issues.
  • Manage a high-volume ticket queue while meeting targets for first response time and resolution time.
  • Provide clear, accurate technical guidance that drives positive user outcomes and strong CSAT scores.
  • Balance a large number of daily ticket replies while troubleshooting complex networking problems in depth.
  • Partner cross-functionally with CX and Product/Engineering to identify recurring friction points and improve the user experience.
  • Serve as a visible representative of the company for a large portion of the user community.
  • Work as part of a distributed support team focused on excellent support and proactive problem solving.

Requirements

  • 1–4+ years of experience in technical support or a customer-facing role with a track record of solving technical problems.
  • A natural tinkerer’s mindset and deep curiosity, ideally shown through personal projects, homelabs, or open-source contributions.
  • Foundational understanding of networking fundamentals, including DNS, IP addressing, firewalls, and routing.
  • Ability to troubleshoot across macOS, Windows, Linux, and mobile operating systems.
  • Some familiarity with Jira and Slack for internal workflows and team communication.
  • Excellent written communication skills with the ability to explain complex technical concepts clearly and empathetically.
  • A proactive approach to learning new technologies and staying current with evolving infrastructure tools.
  • Experience with technical support in a distributed or remote team environment (preferred).

Benefits

  • Competitive total compensation package including base salary and equity.
  • CAN base salary range of $84,420–$105,860 CAD.
  • Comprehensive group benefits with no waiting period, including health, vision, and dental coverage for employees and their families.
  • Remote-first work environment with flexibility to work from where you have Wi-Fi.
  • $1,500 USD annually for professional development, plus mentorship, coaching, and internal promotion opportunities.
  • Flexible paid time off to support work-life integration.
  • Home office support, including a company-owned laptop, monthly internet reimbursement, and $1,000 USD for workstation setup.
  • Generous parental leave top-ups for up to 26 weeks from day one.

Interested in this position?

Apply directly on the company website

Apply Now

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