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Customer Support Engineer (Tier 1)

Tailscale· Customer Support
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Remote£49.8k - £78.2kfull-timePosted 2mo ago

About the role

Support Engineer (Tier 1) at Tailscale, focused on resolving a range of configuration and networking issues, managing a high-velocity ticket queue, and delivering excellent user outcomes while collaborating with cross-functional teams.

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.

Qualifications

  • 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.

Skills

Required:Networking fundamentalsOperating systems troubleshootingTechnical communication
Nice to have:JiraSlack

Benefits

  • An inclusive, flexible environment where you can be your authentic self.
  • A competitive total compensation package including base salary, equity, and variable compensation for quota-based roles.
  • Comprehensive group benefits with no waiting period (health, vision, dental, and more).
  • Remote first company with optional in-person collaboration depending on team needs.
  • Employer-funded retirement contributions with company match up to 0.75% of eligible compensation.
  • Opportunities to connect with other Tailscalars IRL through retreats and team events.
  • Professional development allowance of $1500 USD annually plus mentorship and internal promotion opportunities.
  • Paid time off and flexible work-life integration.
  • Build-your-own home office setup including company laptop choice, home internet reimbursement, and $500 stipend for workstation customization.
  • Paid parental leave with top-ups (20 weeks birthing, 16 weeks non-birthing).
Last updated Sep 17, 2026. Interested? Apply on the company site.

About Tailscale

Secure Connectivity for AI, IoT & Multi-Cloud

The connectivity platform for devs, IT, and security teams. Zero Trust identity-based access that deploys in minutes and scales to every resource.

SecurityNetworkingZero TrustIdentity-based accessMulti-Cloud
Company profileWebsite

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