Customer Support Engineer

Job Description

If you’re passionate about solving customer issues and providing highquality support, this is the role for you! We’re seeking a new fulltime Customer 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 earlystage 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.

Responsibilities and Duties:

• 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

• Qualifications and Skills:

  • 4+ years experience in a support role within a SaaS company
  • 1+ years experience with network troubleshooting. You should know what NS lookup and IP tables are. 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 async slack conversations
  • A strong desire to work with customers and partners in solving problems
  • Preference will be given to candidates based in the Pacific time zone

  • As a company, we strive to maintain fair and equitable compensation practices within our team across all roles and all levels. Tailscales compensation package includes base salary, equity, and comprehensive benefits. The salary range displayed on each job posting represents the target range for a new hires base salary. Individual offers may vary based on experience and skill set.

    US Pay Ranges
    $79,000—$99,000 USD
    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 of diverse voices and backgrounds on the growth of our people, product, and company. And that flexibility in how and when you work empowers our team to integrate work and life.
    • A competitive total compensation package. This includes a base salary, an equity incentive plan and variable commission (for quotabased roles).
    • Comprehensive group benefits with no waiting period. Take advantage of coverage for health, vision, dental, and more for you and your family!
    • Remote first company—most of our teams work fully remotely. Enjoy a change of scenery wherever you can get wifi, participate in virtual and inperson social events, and leverage our corporate coworking program to visit WeWork (or other similar spaces near you). Some roles require inoffice collaboration depending on team needs, which will be clearly noted in the job description.
    • Connect with other Tailscalars IRL. Attend our annual company retreat, participate in teamdepartment offsites, or use your individual travel budget to meet up with team members in Canada, the US, or the UK.
    • Support for your personal and professional development. Grow your career thoughtfully with $1500 USD annually for professional development, or take advantage of mentorship, coaching, and internal promotion opportunities.
    • Paid time off and a healthy worklife integration. Our flexible, paid time off program supports you for any situation life throws your way, whether moving homes or travelling the world!
    • A buildyourown home office setup. You choose your own companyowned 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 topups for up to 26 weeks.

    • Please be aware that legitimate emails from Tailscales talent team will only originate from @tailscale.com, @greenhouse.io, and @interviews.modernloop.io email addresses. For more information about protecting yourself from impersonators and scams, please visit https:tailscale.comscamawareness.