Manager of Customer Support, Tailscale
CA$180.9-277.4k
+ Equity plan
A zero config VPN for building secure networks
Be an early applicant
A zero config VPN for building secure networks
101-200 employees
Be an early applicant
CA$180.9-277.4k
+ Equity plan
101-200 employees
Company mission
To remove overhead and complexity from the “long tail” of software and operational problems that people face every day.
Role
Who you are
- The ideal candidate will have a background in supporting users of a technical SaaS product (security a plus!), an analytical mindset, and experience in managing teams in a fast-paced, customer-centric environment
- 7+ years of experience in customer support or customer success engineering, with at least 3-5+ years in a leadership or people manager role
- Experience working with SaaS products or in a security-focused technical environment is highly preferred
- Strong understanding of Cloud Service Provider landscape, networking concepts, and security frameworks
- Expertise in troubleshooting technical issues related to cloud infrastructure, security, and network configurations
- Comfort in working with SaaS tooling and leveraging data to highlight key areas of improvement/investment
- Strong written and verbal communication skills, with the ability to clearly explain complex technical concepts to non-technical customers
- Experience in crafting and collaborating on technical documentation, knowledge bases, or troubleshooting guides
- Proven ability to lead, motivate, and grow a high-performing team in a fast-paced environment
- Excellent analytical and problem-solving skills, with the ability to think critically and diagnose issues in a timely manner
What the job involves
- We are seeking a customer-centric and empathetic Manager of Customer Support to lead an amazing team of support engineers dedicated to ensuring all of our users have an amazing experience with Tailscale
- As a key leader in the Customer Support organization, you will collaborate closely with Engineering, Product, Marketing, and Sales teams to resolve complex technical issues, drive continuous improvement, and contribute to customer retention and satisfaction
- The role will report directly to the VP of Customer Experience
- Manage, mentor, and develop a team of Customer Support Engineers, ensuring effective prioritization, resolution of technical issues, and continuous skill development
- Oversee the resolution of complex customer support tickets, ensuring timely and accurate responses to technical inquiries related to our SaaS security products
- Collaborate with support operations to identify and implement process improvements to streamline customer support workflows, enhance productivity, and improve customer satisfaction
- Collaborate with the technical writer team to ensure the development and maintenance of an up-to-date knowledge base, FAQs, and troubleshooting guides
- Collect customer feedback and work closely with the product and engineering teams to identify potential product improvements and to prioritize customer needs
- Monitor team performance through KPIs and SLA adherence, ensuring the team meets targets for response times, resolution times, and CSAT
- Develop and deliver training programs for new hires and ongoing education for the customer support team
- Evaluate and implement new tools and technologies that enhance the support team’s efficiency, including automation through AI, ticketing systems, and new ways of engaging customers
Our take
The internet is a global phenomenon, but often online activity is unprotected which leaves users vulnerable to hackers on public networks. Additionally certain sites are inaccessible or censored depending on the users location. Use of a VPN enables a secure connection through an encrypted virtual tunnel which also disguises IP addresses. Traditional VPN's tunnel all network traffic through a central gateway server which can affect reliability, and VPN's almost always slow connection speed.
Tailscale is a VPN service built on top of a secure network fabric, which is unlike a traditional VPN provider as it ensures encrypted point-to-point connections by using the open source WireGuard protocol. Tailscale is configured, on average, in a matter of minutes, while other solutions take weeks to fully implement and then require several hours a week of maintenance.
The product has been well received with reviewers agreeing that it is easy to set up and a great tool for developers. The company plan to develop its product further by tackling the complexity of software and confront operational problems that people face daily. The company continues its expansion by empowering small teams to build systems that scale, without scaling overhead.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 3 rounds)
May 2022
$100m
SERIES B
Nov 2020
$12m
SERIES A
Total funding: $115m
Company benefits
- Flexible (and reasonable) working hours—work/life balance is exceptionally important to us
- Competitive compensation, stock options and 401(k) (for United States-based employees)
- Comprehensive medical/dental/vision benefits, and more
- 4 weeks of paid vacation (standard across the company) + 12 company holidays per year
- An allowance for equipment to help you personalize your workspace
Company values
- Real people solving concrete problems
- Small is beautiful
- It has to "just work"
Company HQ
King West Village, Toronto, ON
Articles
Leadership
Avery Pennarun
(Co-Founder & CEO)A range of experience in software engineering including Senior Staff Software Engineer at Google Fiber. They co-founded EQL Data in 2009.
David Crawshaw
(Co-Founder & CTO)Previous experience includes working as a Staff Software Engineer at Google before co-founding Tailscale.
David Carney
(Co-Founder)Co-founded Format in 2012, working as a Full Stack Developer, COO and CFO. Also co-founded Form & Method and The Navarra Group.
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