About this role.
Tailscale is hiring a remote-first Tier 1 Customer Support Engineer to provide high-quality technical support for users of its secure networking platform. The role focuses on resolving configuration and networking issues, managing a high-volume ticket queue, and meeting response, resolution, and customer-satisfaction targets. Candidates need practical troubleshooting capability across macOS, Windows, Linux and mobile platforms, alongside foundational knowledge of DNS, IP addressing, routing and firewalls. The engineer will also identify recurring customer friction and work with CX, Product and Engineering teams to improve the user experience.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
3/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader UK market for similar roles.
Core skills
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Cover letter sample
Dear Hiring Team,
I am excited to apply for the Customer Support Engineer (Tier 1) role at Tailscale. My hands-on troubleshooting approach, interest in networking, and ability to communicate clearly with users would allow me to provide dependable support across configuration, connectivity and operating-system issues.
I am comfortable investigating DNS, IP addressing, routing and firewall problems, while managing priorities in a fast-paced ticket environment. I would also bring an empathetic, detail-focused approach to customer communication and a willingness to share recurring issues with Product and Engineering teams.
I would welcome the opportunity to contribute to Tailscale's mission of making secure connectivity simple and accessible.
Sample interview questions
I would first clarify the scope: affected device, operating system, target resource, timing and any recent configuration changes. I would then check basic connectivity, device status, IP and DNS resolution, ACL or firewall rules, routes, and relevant client logs. I would communicate each finding clearly, apply safe troubleshooting steps, and escalate with a concise evidence-based summary if the issue requires deeper investigation.
DNS translates human-readable hostnames into IP addresses. I would verify whether the hostname resolves, compare results from the affected device and another network, inspect configured DNS servers and search domains, check for split-DNS configuration where relevant, and distinguish a name-resolution failure from a routing or application-access problem.
I prioritise tickets by customer impact, urgency and established service targets, while using clear troubleshooting structures and approved internal resources to remain efficient. I make each reply actionable by confirming the issue, requesting only necessary information, providing numbered next steps and documenting outcomes so that users and teammates can follow the investigation.
I would explain that a firewall is a set of security rules controlling which connections a device can accept or make. I would avoid jargon, state what appears to be blocked and why it affects the requested connection, then provide a precise and safe action such as allowing a specific application, port or network path, with guidance on how to verify the result.
I would document the pattern, affected environments, symptoms, frequency and successful workarounds. I would raise it with the relevant support, CX or Product and Engineering stakeholders, suggest documentation or product improvements where appropriate, and help update internal or public guidance to reduce future ticket volume.
About Tailscale
Tailscale is making safe connection effortless by delivering software that makes it easy to securely interconnect people and their devices, no matter where they are. From hobbyists to multinational corporations, teams of every size use Tailscale each day to protect their networks, share access to internal tools, and more. We’re building a future for the Internet that’s easy, sensible, and safe, like it used to be. Founded in 2019 and fully distributed, we’re backed by Accel, CRV, Insight, Heavybit, and Uncork Capital.
About the Role
If you’re passionate about solving technical issues and providing high-quality support to a diverse community of users, this is the role for you. We’re seeking a motivated Support Engineer (Tier 1) to join our growing team of support professionals. You will serve as the face of the company for a large portion of our community, handling a broad range of tickets that will help flex your technical muscles.
As a Tier 1 engineer, you’ll be part of a distributed team focused on delivering excellent support and proactively solving friction by partnering with our broader CX team and Product/Eng. This role reports directly to the Tier 1 Support Team Lead and will play a key role in our journey.
Key Responsibilities
- Act as the primary technical resource for less complex issues, 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.
What We Are Looking For
- Display a natural tinkerer’s mindset and a deep curiosity for how things work, likely demonstrated through personal projects, homelabs, or open-source contributions.
- Demonstrate a foundational understanding of networking fundamentals, including DNS, IP addressing, firewalls, and routing.
- Show 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
- Exhibit excellent written communication skills, with the ability to explain complex technical concepts with empathy and clarity.
- Maintain a proactive approach to learning new technologies and staying current with evolving infra tools.
As a company, we strive to maintain fair and equitable compensation practices within our team across all roles and all levels. Tailscale’s compensation package includes base salary, equity, and comprehensive benefits. The salary range displayed on each job posting represents the target range for a new hire’s base salary. Individual offers may vary based on experience and skill set.
Frequently cited statistics show that people who identify with historically marginalized groups are likely to apply to jobs only if they meet 100% of the qualifications. We encourage you to help us break that statistic!
What We Offer
- An inclusive, flexible environment where you can be your authentic self. We recognize the impact of diverse voices and backgrounds on the growth of our people, product, and company. And that flexibility in how and when you work empowers our team to integrate work and life.
- A competitive total compensation package. This includes a base salary, an equity incentive plan and variable commission (for quota-based roles).
- Comprehensive group benefits with no waiting period. Take advantage of coverage for health, vision, dental, and more for you and your family!
- Remote first company—most of our teams work fully remotely. Enjoy a change of scenery wherever you can get wifi, participate in virtual and in-person social events, and leverage our corporate co-working program to visit WeWork (or other similar spaces near you). Some roles require in-office collaboration depending on team needs, which will be clearly noted in the job description.
- Employer-funded retirement contributions. Tailscale will match your retirement contributions dollar-for-dollar, up to a maximum annual employer contribution equal to 0.75% of your eligible compensation.
- Connect with other Tailscalars IRL. Attend our annual company retreat, participate in team off-sites, and collaborate in person with teammates across Canada, the United States, the United Kingdom, and Singapore. We support intentional in-person connection through team travel and distributed collaboration.
- 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 $500 USD to customize your workstation to make it your own.
- Paid parental leave program. We care about your life outside of work and encourage new parents to take advantage of parental leave top-ups (20 weeks for birthing parents, 16 weeks for non-birthing parents).
Tailscale is committed to providing an accessible and inclusive hiring process. If you require an accommodation at any stage of the recruitment process or related to any aspect of this role, please contact your recruiter.
Our hiring process uses AI-assisted tools to help screen and assess candidates. All hiring decisions are made by people.
Please be aware that legitimate emails from Tailscale’s talent team will only originate from @tailscale.com, @greenhouse.io, and @interviews.modernloop.io email addresses. For more information about protecting yourself from impersonators and scams, please visit https://tailscale.com/scam-awareness.
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