Customer Support Engineer

As a Tier 1 Support Engineer, you will serve as the face of the company for a large portion of our community, handling a broad range of tickets. 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.

• Act as the primary technical resource for less complex issues, resolving a wide range of configuration and networking challenges.
• 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.

• 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.

US Pay Range: $63,000—$99,000 USD. Tailscale's compensation package includes base salary, equity, and comprehensive benefits. Benefits include health, vision, dental coverage, employer-funded retirement contributions (dollar-for-dollar match up to 0.75% of eligible compensation), $1500 USD annually for professional development, flexible paid time off, home office setup (company-owned laptop, monthly internet reimbursement, $500 workstation customization), and paid parental leave (20 weeks for birthing parents, 16 weeks for non-birthing parents).