Customer Success Engineer

Tailscale is building the new Internet by delivering software that makes it easy to securely interconnect people and their devices. As a Customer Success Engineer, you will bridge the company's technical capabilities with the needs of strategic customers, ensuring their success and long-term adoption of Tailscale's products through expert guidance and support.

Responsibilities:

• Lead and manage the onboarding process for new strategic customers, ensuring they quickly understand and adopt Tailscale
• Provide training and resources that set customers up for long-term success
• Offer technical support for customers, diagnosing and resolving issues across Tailscale's platform
• Assist with configuration, integration, and troubleshooting to ensure smooth implementation
• Conduct QBRs with customers to review usage, success metrics, and future goals
• Use these touchpoints to identify opportunities for deeper engagement and horizontal expansion
• Build strong relationships with customers, acting as a trusted advisor
• Help customers optimize their use of Tailscale by identifying best practices, and by providing recommendations based on their specific use cases and desired business outcomes
• Serve as the voice of the customer internally, relaying feedback and insights to the product and engineering teams to help improve the product and the customer experience
• Work closely with sales, product, engineering, and support teams to ensure smooth handoffs, escalate critical issues, and drive customer success across the organization
• Develop and maintain a repository of technical documentation, FAQs, and guides to help customers self-serve
• Share insights and best practices with both the customer and internal teams

Requirements:

• 6+ Years in a technical role with minimum 2 years of customer-facing experience (Solutions engineer/architect, Sr. Support Engineer, etc.)
• Experience working with enterprise customers in a consultative capacity
• Strong understanding of networking, VPNs, and security principles
• Experience with cloud infrastructure (AWS, GCP, Azure) and tools like Docker, Kubernetes, and other DevOps technologies
• Prior experience in a customer-facing technical role such as Technical Support Engineer, Solutions Engineer/architect, or Customer Success Engineer at a SaaS company
• Ability to clearly explain complex technical concepts to a diverse audience, from non-technical stakeholders to engineers
• Strong written and verbal communication skills are a must
• Analytical mindset and troubleshooting skills, with the ability to think critically and methodically to resolve complex technical issues
• A passion for delivering excellent customer service and a strong focus on building long-term customer relationships
• Ability to manage multiple customer accounts, prioritize tasks, and keep projects on track
• Strong time management and organizational skills are key
• A collaborative mindset and ability to work cross-functionally with product, sales, and engineering teams to deliver customer success