[Remote] Support Engineer (Tier 1)

Note: The job is a remote job and is open to candidates in USA. 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 join their team, responsible for providing high-quality technical support to their user community and resolving a variety of technical issues. 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 Skills 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 Benefits Comprehensive group benefits with no waiting period. Coverage for health, vision, dental, and more for you and your family! Support for your personal and professional development. $1500 USD annually for professional development. Paid time off and a healthy work-life integration. Flexible, paid time off program. A build-your-own home office setup. $1000 USD to customize your workstation. Generous parental leave program from your first day. Parental leave top-ups for up to 26 weeks. Company Overview Tailscale is a software company that provides zero-configuration virtual private networks (VPNs) for secure connectivity. It was founded in 2019, and is headquartered in Toronto, Ontario, CAN, with a workforce of 201-500 employees. Its website is Company H1B Sponsorship Tailscale has a track record of offering H1B sponsorships, with 2 in 2023. Please note that this does not guarantee sponsorship for this specific role.