Customer Reliability Engineer

About the role

The Customer Reliability Engineer will own complex, ambiguous customer escalations, acting as a bridge between customers and the engineering team. You will investigate root causes, reproduce difficult bugs, and provide actionable handoff packages to engineering. This role is essential for maintaining trust and ensuring technical issues are resolved efficiently.

Responsibilities

• Own high-severity, post-sales technical escalations from intake through resolution or engineering handoff.
• Conduct deep-dive investigations and reproduce difficult-to-isolate bugs.
• Communicate with customers regarding technical theories and investigation progress.
• Build engineering handoff packages including reproducible cases, log evidence, and impact scope.
• File and track issues for confirmed bugs to ensure engineering retains full context.
• Monitor for patterns across escalations to identify systemic issues and drive product improvements.

Required skills

• Technical support
• Escalation management
• TCP/IP
• Routing
• DNS
• Firewalls
• NAT
• VPNs
• Load balancers
• WireGuard
• Go
• Python
• JSON
• Linux
• Kubernetes

Qualifications

• 4+ years in a technical support or escalation role at a SaaS or infrastructure company

Benefits

• Health insurance
• Vision insurance
• Dental insurance
• Retirement contributions matching
• Professional development budget
• Paid time off
• Home office setup
• Home internet reimbursement
• Paid parental leave

About the Company

Tailscale makes safe connection effortless by delivering software that allows users to securely interconnect people and their devices. Founded in 2019 and fully distributed, the company is backed by Accel, CRV, Insight, Heavybit, and Uncork Capital.