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Customer Support Engineer (Tier 1)

Tailscale
Location
Remote (Canada)
Posted
1 month ago
Department
Customer Support
What they actually want (must-haves)
  • Passion for solving technical issues and providing high-quality support
  • Foundational understanding of networking fundamentals, including DNS, IP addressing, firewalls, and routing
  • Proficiency in troubleshooting across multiple operating systems such as macOS, Windows, Linux, and mobile OS’s
  • Familiarity with Jira and Slack for managing workflows and communication
  • Excellent written communication skills to explain complex technical concepts with empathy and clarity
  • Proactive approach to learning new technologies
What the job really is

As a Customer Support Engineer (Tier 1) at Tailscale, you will be responsible for resolving technical issues and providing support to users, handling a variety of tickets related to configuration and networking challenges. You will work closely with the Customer Experience team and other departments to improve user experience while maintaining high customer satisfaction scores. This role requires a proactive approach to learning and troubleshooting across different operating systems.

Benefits
  • Comprehensive group benefits with no waiting period for health, vision, dental, and more
  • Employer-funded retirement contributions matched dollar-for-dollar up to 0.75% of eligible compensation
  • Annual professional development budget of $1500 USD
  • Flexible paid time off program
  • Build-your-own home office setup with a $500 USD allowance
  • Paid parental leave program with top-ups for birthing and non-birthing parents
Things to weigh
  • No specific mention of the technologies or tools used in the support process
  • High volume of daily tickets may lead to a fast-paced work environment
  • Role primarily focuses on Tier 1 support, which may limit exposure to more complex technical challenges
Job score3/5
Benefits4/5
Freshness4/5
Career value3/5
Role clarity4/5
Pay transparency0/5

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