Team Lead, Customer Engineering
Core
Founding Team Lead for Customer Engineering in APAC, building a high-performing team of 8-10 engineers to deliver world-class support for Tailscale's global user base.
Role type
Senior IC Team Lead, Customer Engineering (APAC)
Builds
Customer support operations and team infrastructure for a SaaS networking product
Domain
SaaS / Networking / Security
Deliverable
client delivery
Required skills
Technical support leadership, team building from scratch, networking fundamentals (TCP/IP, DNS, firewalls, routing), identity management (Okta, Azure AD, Google), OS support (Linux, MacOS, Windows), workflow optimization, data analysis (CSAT, TTFR, TTR)
Preferred skills
Kubernetes (k8s)
Technologies
Okta, Azure AD, Google, Linux, MacOS, Windows, k8s
Responsibilities
Lead local expansion and recruitment for the Singapore customer engineering team; Manage day-to-day support operations for a pod of 8-10 Tier 1 and Tier 2 Support Engineers; Act as an internal escalation point for complex technical issues and difficult customer situations; Analyze regional support data and customer feedback to surface trends; Refine support workflows and internal tooling; Conduct regular quality assurance reviews on tickets.
Seniority
Senior, hands-on IC with management responsibilities
