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Team Lead, Customer Support

1 month, 3 weeks ago
Singapore
Full-time
Lead
Technical Lead
Software Development
DNS Kubernetes Linux macOS TCP/IP
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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 22

Description

  • Serve as the founding regional hire for the Singapore support team and lead local expansion and recruitment efforts.
  • Build and establish Tailscale’s company culture and operational standards in the Singapore region.
  • Manage day-to-day support operations for a team of 8-10 Tier 1 and Tier 2 Support Engineers.
  • Lead hiring, onboarding, technical mentoring, and career coaching for direct reports in the region.
  • Coordinate in-office time and help establish the local office environment to support collaboration and new hires.
  • Oversee the regional support queue to maintain SLA/SLO adherence for APAC tickets and support global queue health.
  • Act as an internal escalation point for complex technical issues and difficult customer situations.
  • Partner with the VP of Customer Engineering to align regional outcomes with global strategy.
  • Analyze regional support data and CSAT feedback to identify trends and surface insights to leadership.
  • Refine support workflows and internal tooling in collaboration with Support and CX Operations.
  • Conduct quality assurance reviews on tickets to maintain technical accuracy and a consistent brand voice.

Requirements

  • 6+ years of experience in a technical support role within a SaaS environment.
  • 2+ years of experience in a leadership, management, or formal mentoring capacity.
  • Proven experience building teams or establishing operational processes in a new region or startup setting.
  • Strong technical background in networking fundamentals, including TCP/IP, DNS, firewalls, and routing.
  • Proficiency with networking and security concepts; Kubernetes experience is a plus.
  • Experience with identity management and SSO integrations such as Okta, Azure AD, and Google.
  • Previous experience supporting customers across operating systems, including Linux, MacOS, and Windows.
  • Proven ability to manage and optimize support workflows across processes and tooling.
  • Data-driven mindset with the ability to track and act on metrics such as CSAT, TTFR, and TTR.
  • Excellent communication skills for translating technical concepts to customers and internal stakeholders.
  • Ability to thrive in a fast-paced environment while managing multiple competing priorities.

Benefits

  • Competitive total compensation package with base salary, equity, and variable commission for quota-based roles.
  • Comprehensive health, vision, dental, and other group benefits with no waiting period.
  • Remote-first work environment with flexibility in how and when you work.
  • $1,500 USD annually for professional development, plus mentorship, coaching, and internal promotion opportunities.
  • Flexible paid time off and support for work-life integration.
  • Home office setup support, including a company-owned laptop, monthly internet reimbursement, and $1,000 USD to customize your workstation.
  • Generous parental leave with top-ups for up to 26 weeks.
  • Opportunities for in-person connection through annual retreats, team off-sites, and co-working support.

Interested in this position?

Apply directly on the company website

Apply Now

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