Team Lead, Customer Support

5 hours, 49 minutes ago
Full-time
Lead
Software Development
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

  • Manage day-to-day support operations for a team of 8-10 Support Engineers.
  • Lead onboarding, technical mentoring, and career coaching for direct reports.
  • Conduct regular 1:1s and performance reviews to support team alignment and growth.
  • Oversee the support queue to meet SLA and SLO response and resolution targets.
  • Serve as an internal escalation point for complex technical issues and difficult customer situations.
  • Align team activities and outcomes with the strategic roadmap set by the VP of Customer Engineering.
  • Partner with Support and CX Operations to improve workflows and internal tooling.
  • Perform QA reviews on support tickets to maintain technical accuracy and brand voice.
  • Analyze support data and customer feedback to identify trends and report insights to leadership.

Requirements

  • 4+ years of experience in a technical support role within a SaaS environment.
  • 1+ years of experience in a leadership, management, or formal mentoring capacity.
  • 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 experience tracking and acting 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 incentive plan, and variable commission for quota-based roles.
  • Comprehensive group benefits with no waiting period, including health, vision, and dental coverage for employees and families.
  • 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 to support work-life integration.
  • Company-owned laptop choice, monthly home internet reimbursement, and $1,000 USD for home office setup.
  • Generous parental leave program available from day one, with top-ups for up to 26 weeks.
  • Opportunities for in-person connection through annual retreats, team off-sites, and team travel.

Interested in this position?

Apply directly on the company website

Apply Now

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