Support Engineer (Tier 1)

Tailscale is building the new Internet by delivering software that makes it easy to securely interconnect people and their devices. They are seeking a motivated Support Engineer (Tier 1) to provide high-quality technical support to their user community and manage a high-velocity ticket queue.

Responsibilities:

• Act as the primary technical resource for our free user community, resolving a wide range of configuration and networking challenges to keep them unblocked
• Manage a high-velocity ticket queue with a consistent focus on meeting targets for time to first response and time to resolution
• Drive positive user outcomes and maintain high CSAT scores by providing clear, helpful, and accurate technical guidance
• Balance a high volume of daily ticket replies while maintaining the technical depth required to troubleshoot complex networking issues
• Partner cross-functionally to identify recurring friction points and advocate for improvements to the user experience

Requirements:

• 1–4+ years of experience in a technical support or customer-facing role, with a track record of solving technical problems
• A natural tinkerer's mindset and a deep curiosity for how things work, likely demonstrated through personal projects, homelabs, or open-source contributions
• A 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
• Some familiarity with Jira and Slack to manage internal workflows and communicate effectively with the team and customers
• Excellent written communication skills, with the ability to explain complex technical concepts with empathy and clarity
• A proactive approach to learning new technologies and staying current with evolving infra tools