Senior Customer Support Engineer (Tier 3), Customer Escalations

Tailscale is seeking a Senior Customer Support Engineer (Tier 3), Customer Escalations to join our distributed team. If you are a technical professional based in the UK with a background in SaaS or infrastructure support, this role offers the opportunity to own our most complex, ambiguous customer escalations. You will bridge the gap between initial customer reports and engineering fixes, ensuring that our team has the precise evidence and context needed to resolve high-severity issues.

Responsibilities

As a Senior Customer Support Engineer, you will take full ownership of high-severity, post-sales technical escalations. Your day-to-day work will involve deep-dive investigations, reproducing difficult-to-isolate bugs, and communicating directly with customers during high-stakes situations. You will build comprehensive engineering handoff packages—including log evidence, version matrices, and impact scope—that allow engineering to act without delay. Additionally, you will monitor for patterns across support tickets to identify systemic issues, using your findings to drive product improvements and update internal runbooks.

What You Bring to the Team

• 4+ years of experience in a technical support or escalation role at a SaaS or infrastructure company.
• Hands-on networking experience (TCP/IP, routing, DNS, firewalls, VPNs, load balancers).
• Deep familiarity with overlay networking concepts, including WireGuard, UDP hole punching, and STUN.
• Code-level debugging capability: proficiency in reading Go source code, analyzing goroutines, reading pprof profiles, and understanding network interface semantics.
• Strong systems administration skills and troubleshooting experience across Linux, macOS, and Windows.
• Proficiency with programming or scripting in Go, Python, and JSON, as well as experience with packet-level analysis.
• Demonstrated ability to communicate clearly with technical customers under pressure.

This position reports to the Customer Escalations Team Lead. The annual salary for this role is £90,850. Please visit the official Tailscale careers page to submit your application.