Tailscale - Team Lead, Customer Support
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Requirements
• 6+ years of experience in a technical support role within a SaaS environment • 2+ years of experience in a leadership, management, or formal mentoring capacity • 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 security concepts (k8s a plus) • Experience with identity management and SSO integrations such as Okta, Azure AD, and Google • Previous experience in supporting customers across OS’s (Linux, MacOS, Windows, etc) • Proven ability to manage and optimize support workflows across processes and tooling • Data driven mindset with the ability to track and act on metrics like CSAT, TTFR, and TTR • Excellent communication skills for translating technical concepts to both customers and internal stakeholders • Ability to thrive in a fast-paced environment while managing multiple competing priorities • As a company, we strive to maintain fair and equitable compensation practices within our team across all roles and all levels. Tailscale's compensation package includes base salary, equity, and comprehensive benefits. The salary range displayed on each job posting represents the target range for a new hire's base salary. Individual offers may vary based on experience and skill set. • 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! • We encourage you to help us break that statistic!
Responsibilities
• Serve as the founding regional hire for the Singapore support team, leading the local expansion and recruitment efforts. • Build and establish Tailscale’s company culture and operational standards within the new Singapore region. • Manage day-to-day support operations for a pod of 8-10 Tier 1 and Tier 2 Support Engineers. • Lead the hiring, onboarding, technical mentoring, and career coaching for all direct reports in the region. • Coordinate in-office time to foster team collaboration, establish the local office environment, and support new hires. • Oversee the regional support queue to ensure SLA/SLO adherence, focusing on APAC specific tickets and partnering on global queue health. • Act as an internal escalation point for both complex technical issues and difficult customer situations. • Partner with the VP of Customer Engineering to align regional team outcomes with the broader global strategy. • 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 quality assurance reviews on tickets to maintain high technical accuracy and a consistent brand voice.
Benefits
• 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 when you work empowers our team to integrate work and life. • An inclusive, flexible environment where you can be your authentic self. • A competitive total compensation package. This includes a base salary, an equity incentive plan and variable commission (for quota-based roles). • A competitive total compensation package. • Comprehensive group benefits with no waiting period. Take advantage of coverage for health, vision, dental, and more for you and your family! • Comprehensive group benefits with no waiting period. • 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 social events, and leverage our corporate co-working program to visit WeWork (or other similar spaces near you). Some roles require in-office collaboration depending on team needs, which will be clearly noted in the job description. • Remote first company • 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. • Support for your personal and professional development. • 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! • Paid time off and a healthy work-life integration. • 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 make it your own. • A build-your-own home office setup. • Generous parental leave program from your first day. We care about your life outside of work and encourage new parents to take advantage of parental leave top-ups for up to 26 weeks. • Generous parental leave program from your first day. • Tailscale is committed to providing an accessible and inclusive hiring process. If you require an accommodation at any stage of the recruitment process or related to any aspect of this role, please contact your recruiter. • Our hiring process uses AI-assisted tools to help screen and assess candidates. All hiring decisions are made by people. • Please be aware that legitimate emails from Tailscale's talent team will only originate from @tailscale.com, @greenhouse.io, and @interviews.modernloop.io email addresses. For more information about protecting yourself from impersonators and scams, please visit https://tailscale.com/scam-awareness.
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