Customer Support Engineer (Tier 1) in the UK
Tailscale is seeking a Senior Level Customer Support Engineer (Tier 1) to join their remote-first customer service team in the UK. In this role, you will act as the primary technical resource for users, managing a high-velocity ticket queue and helping customers navigate configuration and networking challenges.
Key Responsibilities
- Resolve a broad range of configuration and networking issues to keep users unblocked
- Meet target metrics for time to first response and time to resolution in a high-volume queue
- Drive positive user outcomes and maintain high CSAT scores through clear technical guidance
- Partner with cross-functional teams like Product and Engineering to advocate for user experience improvements
Requirements and Qualifications
- 5+ years of experience in a relevant technical support or related capacity
- Foundational understanding of networking fundamentals including DNS, IP addressing, routing, and firewalls
- Troubleshooting proficiency across macOS, Windows, Linux, and mobile operating systems
- Familiarity with Slack and Jira for internal workflows
- Strong written communication skills with the ability to explain complex technical concepts clearly
- A tinkerer's mindset demonstrated through personal projects, homelabs, or open-source contributions
Compensation and Benefits
The UK base salary for this Customer Support Engineer position starts at £49,770 (with a full range extending up to £78,210 GBP based on experience). The total compensation package also includes equity and comprehensive group health, dental, and vision benefits with no waiting period.