Customer Support Engineer
Core
Escalate and resolve complex technical networking issues for enterprise SaaS customers, acting as the primary escalation point for Tier 1 tickets.
Role type
Tier 2 Support Engineer (SaaS)
Builds
Resolves advanced configuration issues for Tailscale (networking/VPN) to ensure customer uptime and satisfaction.
Domain
SaaS / Networking / Security
Deliverable
client delivery
Required skills
Advanced networking fundamentals (TCP/IP, DNS, subnetting, routing, NAT), multi-OS troubleshooting (macOS, Windows, Linux), identity provider integration (Okta, Azure AD), Kubernetes basics, log analysis, CLI diagnostics
Preferred skills
Experience with Tailscale or comparable products (WireGuard, traditional VPNs), personal projects/homelabs, Kubernetes environments
Technologies
Tailscale, WireGuard, Okta, Azure AD, Google Workspace, Kubernetes, kubectl, Jira, Slack
Responsibilities
Serve as primary escalation point for complex tickets, diagnose advanced networking issues (ACLs, subnet routing), manage ticket queue with SLA adherence, mentor Tier 1 colleagues, partner cross-functionally to identify friction points
Seniority
Mid-level, hands-on IC