Customer Support Engineer – Tier 1

🕒 August 19

🌐 Canada, United States – Remote

🇨🇦 Canada – Remote 🇺🇸 United States – Remote

💵 $84.4k - $132.7k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 21%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Tailscale

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2020

☁️ SaaS

🔐 Security

📡 Telecommunications

💰 $100M Series B on 2022-05

SaaS • Security • Telecommunications

Tailscale is a company that provides a modern VPN solution founded on WireGuard technology, simplifying networking by creating secure, software-defined networks that connect users, services, and devices with ease. By eliminating the complexities of legacy VPNs, Tailscale offers secure remote access, site-to-site networking, and multi-cloud networking, all while ensuring user-friendly, quick deployment without complex configurations. Recognized for enabling zero-trust environments and seamless workflows, Tailscale supports robust security features such as automated user onboarding, encryption, and access control lists (ACLs). This tool is particularly popular for both enterprise and personal use, praised for its integration capabilities and ease of use, making secure networking accessible anywhere, regardless of infrastructure.

📋 Description

• Serve as the primary technical resource for less complex issues • Resolve configuration and networking challenges • Manage a high-velocity ticket queue and meet time-to-first-response and time-to-resolution targets • Provide clear, helpful, and accurate technical guidance to drive positive user outcomes and maintain high CSAT scores • Balance high-volume daily ticket replies with the technical depth needed to troubleshoot complex networking issues • Partner cross-functionally with the broader CX team and Product/Engineering to identify recurring friction points and advocate for user-experience improvements • Report directly to the Tier 1 Support Team Lead

🎯 Requirements

• Natural tinkerer’s mindset and deep curiosity for how things work, demonstrated through personal projects, homelabs, or open-source contributions • Foundational understanding of networking fundamentals, including DNS, IP addressing, firewalls, and routing • Proficiency troubleshooting across macOS, Windows, Linux, and mobile operating systems • Some familiarity with Jira and Slack • Excellent written communication skills and ability to explain complex technical concepts with empathy and clarity • Proactive approach to learning new technologies and staying current with evolving infrastructure tools

🏖️ Benefits

• An inclusive, flexible environment where you can be your authentic self • A competitive total compensation package including a base salary, an equity incentive plan and variable commission (for quota-based roles) • Comprehensive group benefits with no waiting period, including health, vision, dental, and more for you and your family • Remote-first work environment • Virtual and in-person social events • Corporate co-working program through WeWork or similar spaces • Employer-funded retirement contributions with dollar-for-dollar matching, up to a maximum annual employer contribution equal to 0.75% of eligible compensation • Annual company retreat and team off-sites • $1500 USD annually for professional development • Mentorship, coaching, and internal promotion opportunities • Flexible paid time off program • Company-owned laptop (Mac or PC) • Monthly home internet reimbursement • $500 USD home office workstation customization allowance • Paid parental leave top-ups: 20 weeks for birthing parents and 16 weeks for non-birthing parents