Customer Support Engineer

📋 Description

• Serve as the primary escalation point for technically complex tickets, owning resolution.
• Diagnose advanced Tailscale issues (ACLs, subnet routing) and IDP integrations (Okta/Azure AD).
• Manage ticket queue with SLA focus, ensuring timely first replies and resolutions.
• Drive positive user outcomes and maintain high CSAT with clear, accurate guidance.
• Balance high ticket volume while maintaining depth to troubleshoot networking issues.
• Partner cross-functionally to identify friction points and drive UX improvements.

🎯 Requirements

• 4+ years in a technical SaaS support role with enterprise experience.
• Hands-on familiarity with Tailscale or VPN products (WireGuard, traditional VPNs).
• Strong networking fundamentals: TCP/IP, DNS, subnetting, firewalls, NAT traversal.
• Troubleshoot across macOS, Windows, Linux, and mobile platforms.
• Experience with identity providers/SSO (Okta, Google Workspace, Azure AD).
• Familiarity with Jira and Slack for distributed teams.

🎁 Benefits

• Remote first company; most teams work fully remotely.
• Competitive total compensation with base salary, equity, and variable commission.
• Comprehensive benefits covering health, vision, dental, and more.
• Employer-funded retirement contributions; match up to 0.75%.
• Build-your-own home office setup: company laptop, internet reimbursement, $500.
• Paid time off, parental leave, and development opportunities.