Customer Support Engineer

Posted Mar 24

About Tailscale 

Tailscale builds software that makes it easy to securely interconnect people and their devices, no matter where they are. From hobbyists to multinational corporations, teams of every size use Tailscale each day to protect their networks, share access to internal tools, and more. We're building a future for the Internet that's easy, small and safe, like it used to be. Founded in 2019 and fully distributed, we're backed by Accel, CRV, Insight, Heavybit, and Uncork Capital. 

Job Description

If you’re passionate about solving networking issues and providing high-quality support, this is the role for you! We’re seeking a new full-time Technical Support Engineer to join our growing team. In this role, you will be responsible for providing technical support for individuals, teams, and companies using Tailscale. You’ll be part of a growing team of engineers focused on delivering excellent support and proactively solving friction through partnering with our Sales, Product, and Engineering teams.

Because we’re an early-stage and fully remote company, we’re looking for a motivated individual who can think on their feet, enjoys collaborating with highly technical teams, and is comfortable working asynchronously. This doesn’t mean we are going to give you more work than you can handle – we want to understand your special, niche skills and enable you to bring them to work with you.

Key Responsibilities:

  • Become an expert in the use of the Tailscale product, including Access Control, Authentication, and Routing features
  • Handle support requests from customers regarding issues occurring in their use of the product
  • Work closely with Customer Success, Sales, and Engineering to help users successfully deploy the Tailscale product
  • Collaborate with our Engineering team to debug and fix customer issues

Requirements:

  • 4+ years experience in technical support roles
  • 1+ years experience with networking. You should know what a subnet is and what routing does. CCNA or equivalent is a plus. Extensive experience with Tailscale is even better
  • Interpersonal communication skills and the ability to work effectively on a team
  • Excellent written communication skills. Much of the role is via email and forum-based conversations
  • A strong desire to work with customers and partners in solving problems
  • Currently reside and are eligible to work in the United Kingdom

For this position, our target salary range is $100,000-$125,000 USD (paid in your local currency). As a company, we strive to maintain fair and equitable compensation practices within our team across all roles and all levels. 

Frequently cited statistics show that people who identify with historically marginalized groups are likely to apply to jobs only if they meet 100% of the qualifications. We encourage you to help us break that statistic!

What We Offer

  • An inclusive, flexible environment where you can be your authentic self. We recognize the impact diverse voices and backgrounds have on the growth of our people, our product, and our company. And that flexibility in how and when you work empowers our team to balance work and life.
  • A competitive total compensation package. This includes base salary and an equity incentive plan.
  • Comprehensive group benefits with no waiting period. Take advantage of coverage for health, vision, dental, and more for you and your family!
  • Remote-first with the opportunity to work from anywhere—enjoy a change of scenery wherever you can get wifi and join our company retreats with fellow Tailscalars!
  • Support for your personal and professional development. Grow your career thoughtfully with $1500 USD annually for professional development, leverage our conference budget to learn from experts in your field, or take advantage of mentorship, coaching, and internal promotion opportunities. 
  • Paid time off and a healthy work-life balance. Our flexible, paid time off program supports you for any situation life throws your way, whether you're moving or travelling the world! We encourage all Tailscalars to take 4-6 weeks of vacation annually. 
  • A build-your-own home office setup. You choose your own company-owned laptop (MAC or PC), receive a monthly home internet reimbursement, and $1000 USD to customize your workstation to make it your own. 
  • Generous parental leave program from your first day. We care about your life outside of work and encourage new parents to take advantage of parental leave top-ups for up to 26 weeks.