[Hiring] Customer Support Engineer @Tailscale

Role Description

If you’re passionate about solving technical issues and providing high-quality support to a diverse community of users, this is the role for you. We’re seeking a motivated Support Engineer (Tier 1) to join our growing team of support professionals. You will serve as the face of the company for a large portion of our community, handling a broad range of tickets that will help flex your technical muscles.

As a Tier 1 engineer, you’ll be part of a distributed team focused on delivering excellent support and proactively solving friction by partnering with our broader CX team and Product/Eng. This role reports directly to the Tier 1 Support Team Lead and will play a key role in our journey.

Key Responsibilities

• Act as the primary technical resource for less complex issues, resolving a wide range of configuration and networking challenges to keep them unblocked.
• Manage a high-velocity ticket queue with a consistent focus on meeting targets for time to first response and time to resolution.
• Drive positive user outcomes and maintain high CSAT scores by providing clear, helpful, and accurate technical guidance.
• Balance a high volume of daily ticket replies while maintaining the technical depth required to troubleshoot complex networking issues.
• Partner cross-functionally to identify recurring friction points and advocate for improvements to the user experience.

Qualifications

• Display a natural tinkerer’s mindset and a deep curiosity for how things work, likely demonstrated through personal projects, homelabs, or open-source contributions.
• Demonstrate a foundational understanding of networking fundamentals, including DNS, IP addressing, firewalls, and routing.
• Show proficiency in troubleshooting across multiple operating systems such as macOS, Windows, Linux, and mobile OS’s.
• Some familiarity with Jira and Slack to manage internal workflows and communicate effectively with the team and customers.
• Exhibit excellent written communication skills, with the ability to explain complex technical concepts with empathy and clarity.
• Maintain a proactive approach to learning new technologies and staying current with evolving infra tools.

Requirements

• As a company, we strive to maintain fair and equitable compensation practices within our team across all roles and all levels.
• Tailscale's compensation package includes base salary, equity, and comprehensive benefits.
• The salary range displayed on each job posting represents the target range for a new hire's base salary. Individual offers may vary based on experience and skill set.
• UK Pay Range: £49,770 - £78,210 GBP.

Benefits

• An inclusive, flexible environment where you can be your authentic self.
• A competitive total compensation package, including a base salary, an equity incentive plan, and variable commission (for quota-based roles).
• Comprehensive group benefits with no waiting period, including health, vision, dental, and more for you and your family!
• Remote first company—most of our teams work fully remotely.
• Employer-funded retirement contributions, with Tailscale matching your retirement contributions dollar-for-dollar, up to a maximum annual employer contribution equal to 0.75% of your eligible compensation.
• Connect with other Tailscalars IRL through annual company retreats and team off-sites.
• Support for your personal and professional development with $1500 USD annually for professional development.
• Paid time off and a healthy work-life integration with a flexible, paid time off program.
• A build-your-own home office setup, including a company-owned laptop (Mac or PC) and $500 USD to customize your workstation.
• Paid parental leave program with top-ups (20 weeks for birthing parents, 16 weeks for non-birthing parents).