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.
Job DescriptionIf you're passionate about solving complex technical problems and helping build trust between customers and engineering, this is the role for you.
We're seeking a motivated Senior Customer Support Engineer (Tier 3), Customer Escalations to join our Escalation Engineering team.
You'll take ownership of our most complex, ambiguous customer escalations, solving issues where the root cause is not always obvious.
You will work these issues to resolution or alternatively a fully-documented handoff that engineering can act on without delay.
As a Senior Customer Support Engineer (Tier 3), Customer Escalations, you'll partner closely with Support and Product/Engineering to close the gap between "customer has described a problem" and "engineering has what it needs to fix it.
" This role reports directly to the Customer Escalations Team Lead.
This includes deep-dive investigations and reproduction of difficult-to-isolate bugs.
Get on calls with customers, pull logs, and communicate with the customer about leading theories Build engineering handoff packages that require minimal follow-up questions: reproducible case, log evidence (timestamps, node IDs), version matrix, impact scope, what's already been ruled out, and a proposed engineering team to own the fix.
File and track issues for confirmed bugs, keeping the ti.