Customer Support Engineer

Job Summary

Seeking a motivated Customer Support Engineer (Tier 2) to work remotely, who will manage complex technical support tickets, diagnose Tailscale-specific issues, and ensure timely resolutions while maintaining high customer satisfaction.

Key Responsibilities

• Serve as the primary escalation point for complex technical tickets, taking ownership through to resolution
• Diagnose and troubleshoot advanced issues related to Tailscale, including ACL misconfigurations and integration with identity providers
• Manage a ticket queue with a focus on SLA adherence, ensuring timely responses and resolutions

Required Qualifications

• 4+ years of experience in a technical support role within a SaaS company, handling escalated or enterprise-tier accounts
• Hands-on familiarity with Tailscale or comparable networking/VPN products
• Strong working knowledge of networking fundamentals, including TCP/IP, DNS, and routing
• Experience with identity providers and SSO integrations related to device or user authentication
• Basic experience troubleshooting Kubernetes environments and familiarity with CLI diagnostic tools