Customer Support Engineer

About Tailscale 

Tailscale is building the new Internet by delivering 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, sensible, 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 customer issues and providing high-quality support, this is the role for you! We’re seeking a new full-time 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 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. 

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

As a company, we strive to maintain fair and equitable compensation practices within our team …