Customer Support Engineer (Tier 1)

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.

Tailscale's compensation package includes base salary, equity, and comprehensive benefits. The salary range displayed on each job posting represents the target range for a new hire's base salary. Individual offers may vary based on experience and skill set.

CAN Pay Range: $84,420—$132,660 CAD

Benefits include: comprehensive group benefits with no waiting period (health, vision, dental, and more for you and your family); remote-first company; employer-funded retirement contributions (dollar-for-dollar match up to 0.75% of eligible compensation); annual company retreat and team off-sites; $1500 USD annually for professional development; flexible paid time off; build-your-own home office setup (company-owned laptop, monthly home internet reimbursement, $500 USD workstation customization); paid parental leave (20 weeks for birthing parents, 16 weeks for non-birthing parents).

Apply via the provided link. Tailscale's hiring process uses AI-assisted tools to help screen and assess candidates. All hiring decisions are made by people. Legitimate emails from Tailscale's talent team will only originate from @tailscale.com, @greenhouse.io, and @interviews.modernloop.io email addresses.