Responsibilities

• Provide high-quality Tier 2 technical support to users across various platforms, ensuring prompt resolution of issues.
• Manage and prioritize support tickets, effectively communicating with users to understand their needs and challenges.
• Collaborate with the Customer Experience and Product/Engineering teams to identify and address recurring issues and improve user experience.
• Document troubleshooting steps and solutions in our knowledge base to aid future support efforts and training.
• Assist customers in understanding and utilizing Tailscale products effectively to maximize their benefits.
• Engage actively with users to gather feedback and identify areas for product improvement.
• Stay updated on product features and updates to provide accurate and relevant support.

Requirements

• Proven experience in a technical support or customer service role, preferably in software or technology.
• Strong problem-solving skills with the ability to troubleshoot complex technical issues.
• Excellent communication skills, both written and verbal, with a strong focus on customer satisfaction.
• Ability to work effectively in a distributed team environment and manage multiple tasks simultaneously.
• Familiarity with VPNs, networking concepts, and security best practices is a plus.
• A proactive attitude towards identifying and resolving customer issues.
• Experience with ticketing systems and documentation tools.

Benefits

• Competitive salary and performance-based bonuses.
• Flexible work hours and the opportunity to work remotely from anywhere.
• Health and wellness benefits, including medical, dental, and vision insurance.
• Generous vacation policy to ensure a healthy work-life balance.
• Opportunities for professional development and career growth within the company.
• A supportive and inclusive work culture that values diversity and teamwork.
• Access to cutting-edge technology and tools to aid in your work.