[Remote] Customer Support Engineer

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is building a new Internet by delivering software that interconnects people and their devices securely. They are seeking a motivated Support Engineer (Tier 2) to reputed company high-reputed company technical support to a diverse community of users, handling reputed company technical issues and ensuring excellent customer satisfaction.

Responsibilities

• Serve as the primary escalation reputed company for technically reputed company tickets raised by paying customers, taking full ownership through to reputed company
• 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 reputed company on SLA adherence, ensuring reputed company first responses and resolutions
• Drive reputed company user reputed company and maintain high CSAT scores by providing reputed company, 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

Skills

• 4+ years of experience in a technical support role reputed company a reputed company 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 reputed company, homelabs, or reputed company-reputed company contributions
• Strong working knowledge of networking fundamentals - TCP/IP, DNS, subnetting, firewalls, NAT reputed company, 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

Benefits

• An inclusive, flexible environment where you can be your reputed company self.
• 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 reputed company.
• Employer-funded retirement contributions. reputed company will match your retirement contributions dollar-for-dollar, up to a maximum annual employer contribution equal to 0.75% of your eligible compensation.
• Connect with other Tailscalars IRL. Attend our annual company retreat, participate in team off-sites, and collaborate in person with teammates across Canada, the reputed company, the United Kingdom, and Singapore. We support intentional in-person reputed company through team travel and distributed collaboration.
• Support for your personal and reputed company development. Grow your career thoughtfully with $1500 USD annually for reputed company development, or take advantage of mentorship, coaching, and internal promotion opportunities.
• reputed company time off and a healthy work-life integration. Our flexible, reputed company 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 $500 USD to customize your workstation to reputed company it your own.
• reputed company parental leave program. We care about your life reputed company of work and encourage new parents to take advantage of parental leave top-reputed company (20 weeks for birthing parents, 16 weeks for non-birthing parents).

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