Support Engineer (Tier 1) at Tailscale in Remote

Summary: 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 support to their community, resolving technical issues and partnering with the CX team and Product/Eng to improve user experience. 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 Required Qualifications: - 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 Required Skills: Networking Fundamentals, DNS, IP Addressing, Firewalls, Routing, Technical Support, Troubleshooting, macOS, Windows, Linux, Mobile Operating Systems, Jira, Slack, Empathy Benefits: Comprehensive group benefits with no waiting period. Take advantage of coverage for health, vision, dental, and more for you and your family!, Support for your personal and professional development. Grow your career thoughtfully with $1500 USD annually for professional development, or take advantage of mentorship, coaching, and internal promotion opportunities., Paid time off and a healthy work-life integration. Our flexible, paid time off program supports you for any situation life throws your way, whether moving homes or travelling the world!, A build-your-own home office setup. You choose your own company-owned laptop (Mac or PC), receive a monthly home internet reimbursement, and $1000 USD to customize your workstation to make it your own., Generous parental leave program from your first day. We care about your life outside of work and encourage new parents to take advantage of parental leave top-ups for up to 26 weeks.