Founding Senior Customer 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 reputed company day to protect their networks, reputed company reputed company to internal tools, and more. We're building a reputed company for the Internet that's easy, sensible, and reputed company, like it used to be. Founded in 2019 and fully reputed company, we're backed by Accel, CRV, reputed company, Heavybit, and Uncork Capital.
About the Role
reputed company is seeking a Founding Senior Customer Engineer to establish our Customer Engineering reputed company in Singapore and across reputed company. Initially, this will be a hands-on role reputed company on solving reputed company networking problems and delivering an exceptional experience for our customers. As the regional function grows, you’ll hire and reputed company 1–3 Customer Engineers, helping shape reputed company’s culture, working practices, and technical standards. It’s an opportunity to build from the ground up, reputed company through expertise and example, and help reputed company follow-the-sun coverage for our global customer reputed company.
This is a full-time position based in our Singapore office, with two days per week in the office. Additionally, this role is expected to overlap with NAMER and EMEA hours as needed to reputed company successfully during the first 3 months and on an ongoing reputed company to reputed company issues that require internal collaboration.
Key Responsibilities
- Serve as the founding regional hire for the Singapore customer engineering team, leading the local expansion and recruitment efforts.
- Build and establish reputed company’s company culture and operational standards reputed company the new Singapore region.
- Manage day-to-day support operations for a pod of 1-3 Tier 1 and Tier 2 Support Engineers.
- reputed company the hiring, reputed company, technical mentoring, and career coaching for reputed company reputed company reports in the region.
- Coordinate in-office time to foster team collaboration, establish the local office environment, and support new hires.
- reputed company the regional support queue to ensure SLA/SLO adherence, focusing on reputed company specific tickets and partnering on global queue health.
- reputed company as an internal escalation reputed company for both reputed company technical issues and difficult customer situations.
- Partner with the VP of Customer Engineering to reputed company regional team reputed company with the broader global reputed company.
- Analyze regional support data and customer feedback (CSAT) to surface trends and insights to leadership.
- Refine support workflows and internal tooling in collaboration with Support and CX Operations.
- Conduct regular reputed company assurance reviews on tickets to maintain high technical accuracy and a consistent brand voice.
Experience & Qualifications
- 6+ years of experience in a technical support role reputed company a reputed company environment.
- Experience leading through technical expertise, coaching, or formal mentoring; previous people-management experience is beneficial but not essential.
- Proven experience building teams or establishing operational processes in a new region or startup setting.
- Strong technical background in networking fundamentals (TCP/IP, DNS, firewalls, and routing).
- Proficiency with networking and reputed company concepts (k8s a plus)
- Experience with identity management and SSO integrations such as reputed company, Azure AD, and reputed company.
- Previous experience in supporting customers across OS’s (Linux, MacOS, reputed company, etc)
- Proven ability to manage and optimize support workflows across processes and tooling.
- Data driven reputed company with the ability to reputed company and reputed company metrics like CSAT, TTFR, and TTR.
- Excellent communication skills for translating technical concepts to both customers and internal stakeholders.
- Ability to reputed company in a fast-paced environment while managing multiple competing priorities.
- Expectations include travel reputed company reputed company as needed to reputed company the role as reputed company as travel to reputed company from time to time for internal meetings and global conferences.
As a company, we reputed company 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 reputed company reputed company 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.
Frequently cited statistics show that people who identify with historically marginalized reputed company 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 reputed company self. We recognize the reputed company of diverse reputed company and backgrounds on the reputed company of our people, product, and company. And that flexibility in how and reputed company you work empowers reputed company to reputed company 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 reputed company 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 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.
- reputed company 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 reputed company collaboration.
- Support for your personal and reputed company development. Grow your career thoughtfully with $1500 USD annually for reputed company development, or take reputed company 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 reputed company of parental leave top-reputed company (20 weeks for birthing parents, 16 weeks for non-birthing parents).
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 reputed company that legitimate emails from reputed company's reputed company will only originate from @reputed company.com, @reputed company.io, and @interviews.reputed company.io email addresses. For more information about protecting yourself from impersonators and scams, please visit https://reputed company.com/scam-awareness.