Customer Support Engineer

📋 Description

• Serve as primary escalation point for complex tickets from paying customers.
• Diagnose and troubleshoot advanced Tailscale issues (ACLs, routing, identity providers).
• Manage a ticket queue with SLA adherence and timely responses.
• Improve CSAT by providing clear, accurate technical guidance.
• Balance high daily ticket volume with deep networking troubleshooting.
• Partner cross-functionally to identify friction points and advocate UX improvements.

🎯 Requirements

• 4+ years in a technical SaaS support role with enterprise experience.
• Hands-on familiarity with Tailscale or networking/VPN tech (WireGuard).
• Strong networking fundamentals: TCP/IP, DNS, subnetting, NAT traversal.
• Experience with identity providers/SSO (Okta, Google Workspace, Azure AD).
• Proficient with macOS, Windows, Linux, and mobile platforms.
• Kubernetes basics and kubectl experience.

🎁 Benefits

• An inclusive, flexible environment where you can be your authentic self.
• Remote-first company; most teams work remotely.
• Employer-funded retirement contributions; 0.75% match.
• Build-your-own home office setup with laptop, internet stipend, and $500 for upgrades.
• Paid time off and a healthy work-life integration.
• Annual $1500 USD for professional development.