Tailscale
Senior Customer Support Engineer (Tier 3), Customer Escalations
UKRemotePosted Today
Full TimeSeniorRemoteUK
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Job Description
About Tailscale Tailscale 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 multinat
Key Highlights
- Own high-severity, post-sales technical escalations from intake through resolution or engineering handoff. 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 ticket/issue link intact so engineering retains full customer context.
- Monitor for patterns across escalations to catch recurring or systemic issues early; translate what you learn into product improvements, tooling, and runbooks that raise the technical bar for the whole Support org.
Skills & Technologies
GoCI/CDKubernetesLinuxPython
About the Company
Tailscale
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Job Details
Employment Type
Full Time
Experience Level
Senior
Location
UK
Work Mode
Remote
Posted
Today
Country
UK