4 hours ago
Remote, CanadaSenior
Responsibilities
- Lead onboarding for strategic customers and provide training and resources for long-term adoption.
- Provide technical support by diagnosing and resolving platform issues, configuration problems, integration challenges, and implementation issues.
- Conduct quarterly business reviews covering usage, success metrics, future goals, and opportunities for deeper engagement.
- Build customer relationships, provide trusted-advisor guidance, and recommend best practices based on customer use cases and business outcomes.
- Relay customer feedback and insights to product and engineering teams.
- Coordinate with sales, product, engineering, and support teams on handoffs, escalations, and customer success.
- Create and maintain technical documentation, FAQs, and self-service guides.
Requirements
- At least 6 years of experience in a technical role, including at least 2 years of customer-facing experience.
- Experience working consultatively with enterprise customers.
- Strong understanding of networking, VPNs, and security principles.
- Experience with AWS, GCP, Azure, Docker, Kubernetes, and other DevOps technologies.
- Prior experience in a customer-facing technical role such as Technical Support Engineer, Solutions Engineer or Architect, or Customer Success Engineer at a SaaS company.
- Ability to explain complex technical concepts to non-technical stakeholders and engineers.
- Strong written and verbal communication, analytical, troubleshooting, organizational, and time-management skills.
- Ability to manage multiple customer accounts, prioritize tasks, and collaborate cross-functionally.
Benefits
- Remote-first, fully distributed work environment with flexible scheduling and coworking support.
- Comprehensive health, vision, dental, and other group benefits with no waiting period.
- Employer retirement contributions matched dollar-for-dollar up to a maximum annual contribution equal to 0.75% of eligible compensation.
- Annual company retreat, team off-sites, and support for intentional in-person collaboration.
- $1,500 USD annually for professional development, plus mentorship, coaching, and internal promotion opportunities.
- Flexible paid time off program.
- Company-owned Mac or PC laptop, monthly home internet reimbursement, and $500 USD for home office equipment.
- Paid parental leave top-ups of 20 weeks for birthing parents and 16 weeks for non-birthing parents.
Categories
Forward Deployed
About Tailscale
For teams who want secure, private networks without weeks of setup and configuration, Tailscale makes it easy. Unlike existing corporate VPNs, Tailscale has no upfront cost, minimal latency, and works with their existing services.