Customer Reliability Engineer - Remote & Escalation Expert

Tailscale; United States; Remote; USD 115,000 - 144,000; Full time

Benefits offered by this job

Remote first environment

Competitive compensation package

Comprehensive benefits

Home office stipend

Parental leave

Job summary

Tailscale is seeking a Customer Reliability Engineer to own complex escalations and collaborate with the Customer Success, Support, and Product/Engineering teams. You will investigate root causes, reproduce issues, and provide fully documented handoffs for engineering.

You will partner with multiple teams to close the gap between customer-described problems and engineering-ready fixes, reporting directly to the Customer Reliability Engineer Team Lead.

Qualifications

• 4+ years in a technical support or escalation role at a SaaS or infrastructure company, with ownership of escalated/enterprise-tier accounts.
• Hands-on networking experience: TCP/IP, routing, DNS, NAT, VPNs, load balancers.
• Deep familiarity with overlay networking concepts — WireGuard, UDP hole punching, STUN.
• Code-level debugging: read Go sources, reason about goroutines/locks/channels, read pprof CPU/heap profiles.
• Strong technical storytelling: translate highly technical issues into clear narratives for engineers and non-technical stakeholders.
• Proficiency with Go, Python, JSON.

Responsibilities

• Own high-severity, post-sales technical escalations from intake to resolution or engineering handoff.
• Get on calls with customers, pull logs, and communicate leading theories.
• Build engineering handoff packages: reproducible case, log evidence, version matrix, impact scope, and a suggested engineering team to own the fix.
• File and track issues for confirmed bugs, keeping context for engineering.
• Monitor patterns across escalations to identify recurring issues and drive product improvements, tooling, and runbooks.
• Collaborate with Support, CSE, and Product/Eng to stay within scope.

Skills

Escalation ownership

Networking and VPNs

Go, Python, JSON

Go debugging

Remote collaboration

Telemetry and logs

Job description

Tailscale is seeking a Customer Reliability Engineer to own complex escalations and collaborate with the Customer Success, Support, and Product/Engineering teams. You will investigate root causes, reproduce issues, and provide fully documented handoffs for engineering.

You will partner with multiple teams to close the gap between customer-described problems and engineering-ready fixes, reporting directly to the Customer Reliability Engineer Team Lead.