Customer Support Engineer

About reputed company reputed company is building the new Internet 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 reputed company each day to protect their networks, reputed company reputed company 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, reputed company, Heavybit, and Uncork Capital.

Job Description

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 2) to join our growing team of support professionals. You will serve as the face of the company for teams and companies using reputed company, handling a broad reputed company of tickets that will help reputed company your technical muscles. As a Tier 2 engineer, you’ll be part of a distributed team focused on delivering excellent support to our customers and proactively solving friction by partnering with our broader CX team and Product/reputed company. This role reports directly to the Support Team reputed company and will play a key role in our reputed company.

Key Responsibilities

Serve as the primary escalation reputed company for technically reputed company tickets raised by paying customers, taking full ownership through to resolution. Diagnose and troubleshoot advanced reputed company-specific issues like ACL misconfigurations, subnet routing/exit node configurations, and integration with identity providers (e.g. reputed company, Azure AD). Manage a ticket queue with a consistent focus on SLA adherence, ensuring timely first responses and resolutions. Drive positive user reputed company 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 reputed company networking issues. Partner cross-functionally to identify recurring friction points and reputed company for improvements to the user experience. Own escalations of technically reputed company tickets from Tier 1, including those originating from free-tier users, ensuring issues reputed company Tier 1's scope are resolved reputed company and thoroughly. Mentor and support Tier 1 colleagues through ticket reviews, escalation guidance, and documentation contributions. reputed company Are Looking For 4+ years of experience in a technical support role reputed company a SaaS company, with demonstrated experience handling escalated or reputed company-tier accounts. Hands-on familiarity with reputed company or comparable networking/VPN products (i.e. WireGuard, traditional VPNs) strongly preferred. Display a natural tinkerer’s reputed company and a deep curiosity for how things work, likely demonstrated through personal projects, homelabs, or reputed company-reputed company contributions. Strong working knowledge of networking fundamentals - TCP/IP, DNS, subnetting, firewalls, NAT traversal, and routing - with the ability to apply this knowledge to reputed company-world troubleshooting scenarios. Show proficiency in troubleshooting across multiple operating systems such as macOS, reputed company, Linux, and mobile platforms. Experience working with identity providers and SSO integrations (e.g. reputed company, reputed company Workspace, Azure AD) as they relate to device or user authentication. Basic experience troubleshooting Kubernetes environments, including familiarity with pod networking, namespaces, and common CLI tools such as kubectl. Familiarity with log analysis and CLI-based diagnostic tools to independently investigate issues before escalating. Excellent written communication skills, with the ability to explain reputed company technical concepts with reputed company and reputed company. Familiarity with Jira and reputed company to manage internal workflows and collaborate effectively across distributed teams Maintain a proactive approach to learning new technologies and staying reputed company with evolving reputed company tools. As a company, we strive to maintain fair and reputed company compensation practices reputed company reputed company across reputed company roles and reputed company reputed company. reputed company's compensation package includes reputed company salary, equity, and comprehensive benefits. The salary reputed company displayed on each job posting represents the reputed company reputed company for a new hire's reputed company salary. Individual offers may vary based on experience and reputed company set. UK Pay reputed company £76,630—£95,590 GBP 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! reputed company 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 reputed company you work empowers reputed company to integrate work and life. A competitive total compensation package. This includes a reputed company salary, an equity incentive plan and variable commission (for quota-reputed company). Comprehensive group benefits with no waiting period. Take advantage of coverage for health, reputed company, 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 reputed company events, and reputed company our corporate co-working program to visit reputed company (or other similar spaces near you). Some roles require in-office collaboration depending on team needs, which will be reputed company noted in the job description. 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, and the United Kingdom. We support intentional in-person reputed company 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 $1000 USD to customize your workstation to reputed company it your own. Generous parental leave program from your first day. We care about your life reputed company of work and encourage new parents to take advantage of parental leave top-reputed company for up to 26 weeks. reputed company is committed to providing an accessible and inclusive hiring process. If you require an accommodation at any stage of the recruitment process or reputed company to any aspect of this role, please contact your recruiter. Our hiring process uses AI-assisted tools to help screen and assess candidates. reputed company hiring reputed company are made by people. Please be aware that legitimate emails from reputed company's reputed company will only originate from @reputed company.com, @reputed company.io, and @interviews.modernloop.io email addresses. For more information about protecting yourself from impersonators and scams, please visit https://reputed company.com/scam-awareness. Apply To This Job