Customer Support Engineer (Tier 1)

Tailscale

2d•$63,000 - $99,000•Remote

About The Position

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.

Requirements

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.

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.

Benefits

An inclusive, flexible environment where you can be your authentic self.
A competitive total compensation package. This includes a base salary, an equity incentive plan and variable commission (for quota-based 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 in-person social events, and leverage our corporate co-working program to visit WeWork (or other similar spaces near you).
Employer-funded retirement contributions. Tailscale will match 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. Attend our annual company retreat, participate in team off-sites, and collaborate in person with teammates across Canada, the United States, the United Kingdom, and Singapore. We support intentional in-person connection through team travel and distributed collaboration.
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 work-life integration. Our flexible, paid time off program supports you for any situation life throws your way, whether moving homes or travelling the world!
A build-your-own home office setup. You choose your own company-owned laptop (Mac or PC), receive a monthly home internet reimbursement, and $500 USD to customize your workstation to make it your own.
Paid parental leave program. We care about your life outside of work and encourage new parents to take advantage of parental leave top-ups (20 weeks for birthing parents, 16 weeks for non-birthing parents).