Note: The job is a remote job and is open to candidates in USA. Tailscale builds software that securely interconnects people and their devices. The Support Engineer (Tier 1) will provide technical support, resolve configuration and networking issues, manage a high-volume ticket queue, and collaborate cross-functionally to improve the user experience.
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
Skills
- 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
- An inclusive, flexible environment where you can be your authentic self.
- 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.
- Virtual and in-person social events.
- A corporate co-working program to visit WeWork (or other similar spaces near you).
- An annual company retreat and team off-sites.
- 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.
- $1500 USD annually for professional development, or mentorship, coaching, and internal promotion opportunities.
- Flexible, paid time off program.
- A company-owned laptop of your choice (Mac or PC).
- A monthly home internet reimbursement.
- $500 USD to customize your workstation.
- Paid parental leave program with parental leave top-ups of 20 weeks for birthing parents and 16 weeks for non-birthing parents.
Company Overview
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