Customer Success Engineer

Tailscale; City Of London; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A leading technology company is seeking a Customer Success Engineer to bridge technical capabilities with customer needs. This hybrid role involves onboarding customers, providing technical support, and driving adoption. Ideal candidates have 6+ years in technical roles and experience with networking and cloud infrastructure. A commitment to customer service and relationship building is essential, with responsibilities including onboarding, training, and managing customer accounts.

Benefits

Flexible work environment

Competitive compensation package

Comprehensive group benefits

Professional development support

Paid time off with flexible scheduling

Qualifications

• 6+ years in a technical role with minimum 2 years of customer-facing experience.
• Experience working with enterprise customers in a consultative capacity.
• Strong understanding of networking, VPNs, and security principles.
• Ability to explain complex technical concepts clearly.

Responsibilities

• Lead and manage the onboarding process for new strategic customers.
• Offer technical support and assist with configuration.
• Conduct QBRs to review usage and identify expansion opportunities.
• Build strong relationships as a trusted advisor.

Skills

Technical support

Customer relationship management

Communication skills

Analytical mindset

Tools

AWS

GCP

Azure

Docker

Kubernetes

Job description

Overview

Hybrid (London, England, United Kingdom)

Tailscale is building the new Internet by delivering software that makes it easy to securely interconnect people and their devices, no matter where they are. We are a fully distributed company backed by Accel, CRV, Insight, Heavybit, and Uncork Capital. This role is based in London with a hybrid work arrangement.

About Tailscale

Tailscale helps teams protect their networks and share access to internal tools. We enable secure interconnection for hobbyists and multinational corporations alike, with a future for the Internet that is easy, sensible, and safe.

Job Description

As a Customer Success Engineer (CSE) at Tailscale, you’ll bridge our technical capabilities and the needs of our most strategic customers. You will onboard customers, drive long-term adoption, and provide expert technical guidance throughout their journey. The role reports to the VP of Customer Experience.

Key Responsibilities

• Lead and manage the onboarding process for new strategic customers, providing training and resources to set up for long-term success.
• Offer technical support across Tailscale’s platform, diagnosing issues, assisting with configuration, integration, and troubleshooting to ensure smooth implementation.
• Conduct QBRs with customers to review usage, success metrics, and goals, and identify opportunities for deeper engagement and expansion.
• Build strong relationships as a trusted advisor; recommend best practices and optimizations based on customers’ use cases and business outcomes.
• Serve as the voice of the customer, relaying feedback to product and engineering to improve the product and customer experience.
• Collaborate with sales, product, engineering, and support to ensure smooth handoffs and escalate critical issues to drive customer success.

What We Are Looking For

• 6+ years in a technical role with minimum 2 years of customer-facing experience (Solutions engineer/architect, Sr. Support Engineer, etc.).
• Experience working with enterprise customers in a consultative capacity.
• Strong understanding of networking, VPNs, and security principles; experience with cloud infrastructure (AWS, GCP, Azure) and tools like Docker, Kubernetes, and other DevOps technologies.
• Prior experience in a customer-facing technical role such as Technical Support Engineer, Solutions Engineer/architect, or Customer Success Engineer at a SaaS company.
• Ability to clearly explain complex technical concepts to diverse audiences; strong written and verbal communication skills.
• Analytical mindset and troubleshooting skills with the ability to resolve complex technical issues.
• Passion for delivering excellent customer service and building long-term customer relationships.
• Ability to manage multiple accounts, prioritize tasks, and keep projects on track with strong time management and organizational skills.
• Collaborative mindset and ability to work cross-functionally with product, sales, and engineering teams.
• This role is based in London and is hybrid preferred (3 days/week in-office).

What We Offer

• An inclusive, flexible environment where you can be your authentic self, with a focus on work-life integration.
• A competitive total compensation package including base salary, equity, and variable compensation (for quota-based roles).
• Comprehensive group benefits with no waiting period for you and your family.
• Remote-first company with optional in-office collaboration as needed; some roles may require in-office work noted in the job description.
• Opportunities to connect with colleagues in person through company events and travel budgets.
• Support for personal and professional development with funds for development and access to mentorship and coaching.
• Paid time off with flexible scheduling to support life events and travel.
• Build-your-own home office setup with a company laptop option, internet reimbursement, and workstation stipend.
• Generous parental leave from day one, including top-ups for up to 26 weeks.

Please be aware that legitimate emails from Tailscale’s talent team will originate from @tailscale.com, @greenhouse.io, or @interviews.modernloop.io. For more information about protecting yourself from impersonators and scams, please visit tailscale.com/scam-awareness.

EEO statement: Tailscale is an equal opportunity employer. We do not discriminate on any protected status. Applicants from all backgrounds are encouraged to apply.