Customer Support Engineer

Key Responsibilities:

• Serve as the primary escalation point for technically complex tickets from paying customers, taking full ownership through resolution.
• Diagnose and troubleshoot advanced Tailscale-specific issues like ACL misconfigurations, subnet routing, and identity provider integrations.
• Manage a ticket queue with consistent focus on SLA adherence and drive high CSAT scores.

What We Are Looking For:

• 4+ years of technical support experience in a SaaS company, with experience handling escalated accounts.
• Hands-on familiarity with Tailscale or comparable networking/VPN products strongly preferred.
• Strong working knowledge of networking fundamentals like TCP/IP, DNS, subnetting, firewalls, and routing.

What We Offer:

• An inclusive, flexible environment where you can be your authentic self.
• Comprehensive group benefits including health, vision, and dental with no waiting period.
• A flexible, paid time off program and paid parental leave (20 weeks for birthing parents, 16 weeks for non-birthing parents).