Customer Support Engineer

Tailscale is hiring a Customer Support Engineer for our UK-based team. This role within our Customer Service department is designed for a technical professional with 4+ years of experience who is ready to tackle complex issues for our diverse user base. As a fully distributed company, we build software that makes it simple to securely interconnect people and devices, and this position is critical to maintaining that standard of reliability for our customers.

The Role

As a Tier 2 Support Engineer, you will serve as the primary escalation point for technically complex tickets, taking full ownership of issues until they are resolved. You will manage a ticket queue with a focus on SLA adherence and high CSAT scores, balancing a high volume of daily inquiries with the technical depth required to troubleshoot issues such as ACL misconfigurations, subnet routing, and integration with identity providers like Okta or Azure AD. Beyond direct support, you will mentor Tier 1 colleagues and collaborate cross-functionally to identify recurring technical friction points, advocating for improvements to the user experience.

Requirements

• 4+ years of experience in a technical support role within a SaaS company, with a focus on escalated or enterprise-tier accounts.
• Strong working knowledge of networking fundamentals, including TCP/IP, DNS, subnetting, firewalls, and NAT traversal.
• Hands-on experience troubleshooting across macOS, Windows, Linux, and mobile platforms.
• Proficiency with identity providers and SSO integrations, as well as basic experience with Kubernetes environments and log analysis.
• A demonstrated tinkerer’s mindset, such as experience with homelabs or open-source contributions.
• Strong written communication skills and familiarity with Jira and Slack for workflow management.
• Hands-on familiarity with Tailscale, WireGuard, or traditional VPN products is strongly preferred.

This position offers a salary of £76,630. We are looking for someone with a proactive approach to learning and a deep curiosity for how infrastructure tools work.