Responsibilities

• Manage and resolve complex customer escalations, ensuring clear communication with customers throughout the process.
• Analyze and troubleshoot technical issues, working closely with engineering teams to identify root causes.
• Create comprehensive documentation for escalated issues, facilitating a smooth handoff to engineering when necessary.
• Collaborate with cross-functional teams to enhance customer experience and streamline support processes.
• Act as a mentor and resource for junior support engineers, providing guidance on best practices and escalation management.
• Continuously identify areas for improvement in support procedures and contribute to knowledge base development.
• Stay updated on product developments and industry trends to provide informed support.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 5 years experience in a technical support or engineering role, preferably within a SaaS environment.
• Proven experience in handling complex customer escalations with a strong focus on problem-solving.
• Exceptional communication skills, both written and verbal, with the ability to convey technical information to non-technical audiences.
• Strong analytical skills with experience in troubleshooting network and software issues.
• Ability to work independently in a fully remote environment and manage multiple priorities effectively.
• Familiarity with networking protocols and security practices is a plus.

Benefits

• Competitive salary and performance-based bonuses.
• Fully remote working environment with flexible hours.
• Comprehensive health and wellness benefits.
• Generous vacation and paid time off policy.
• Opportunities for professional development and career growth.
• Collaborative and inclusive company culture that values innovation and creativity.
Join Tailscale and be part of a team that is revolutionizing how people connect and secure their networks. We believe in creating a positive impact on the Internet while ensuring our employees thrive in a supportive environment.

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