About the position
Tailscale is seeking a motivated Support Engineer (Tier 1) to join their growing team of support professionals. This role serves as the primary technical resource for less complex issues, resolving a wide range of configuration and networking challenges. The engineer will manage a high-velocity ticket queue, focusing on response and resolution times, and drive positive user outcomes by providing clear, helpful, and accurate technical guidance. This is a distributed role within a team focused on delivering excellent support and partnering with the broader CX team and Product/Eng. The role reports directly to the Tier 1 Support Team Lead.
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.
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.
Benefits
• Competitive total compensation package including base salary, equity incentive plan, and variable commission (for quota-based roles).
• Comprehensive group benefits with no waiting period for health, vision, dental, and more for you and your family.
• Remote first company with flexibility in work location and virtual/in-person social events.
• Corporate co-working program access.
• Employer-funded retirement contributions with a dollar-for-dollar match up to 0.75% of eligible compensation.
• Support for intentional in-person connection through annual company retreats, team off-sites, and team travel.
• Support for personal and professional development with $1500 USD annually for professional development, mentorship, coaching, and internal promotion opportunities.
• Flexible, paid time off program.
• Build-your-own home office setup including a company-owned laptop (Mac or PC), monthly home internet reimbursement, and $500 USD for workstation customization.
• Paid parental leave program (20 weeks for birthing parents, 16 weeks for non-birthing parents).