Customer Support Engineer

📋 Description

• Serve as the primary escalation point for complex paid-customer tickets to resolution.
• Diagnose and troubleshoot advanced Tailscale issues (ACLs, subnets, IdP).
• Manage ticket queues with SLA adherence and timely responses.
• Drive positive user outcomes with clear, accurate technical guidance.
• Balance high ticket volume while maintaining depth on networking issues.
• Partner cross-functionally to identify friction and advocate UX improvements.

🎯 Requirements

• 4+ years in technical SaaS support with enterprise accounts.
• Hands-on with Tailscale or similar VPNs (WireGuard).
• Strong networking fundamentals: TCP/IP, DNS, NAT, routing.
• Proficient across macOS/Windows/Linux/mobile.
• Experience with identity providers/SSO (Okta, Azure AD, Google).
• Basic Kubernetes troubleshooting (kubectl, pod networking).

🎁 Benefits

• Flexible, inclusive remote-friendly environment.
• Competitive compensation: base, equity, and variable pay.
• Comprehensive benefits for you and your family.
• Remote-first company; some roles may require in-office collaboration.
• Employer-funded retirement contributions.
• Home office stipend and setup reimbursement.