About this role
Bridge between Tailscale's technical capabilities and strategic customers' needs. Drive onboarding, adoption, and long-term success while providing expert technical guidance on networking, security, and cloud infrastructure.
Must have
6+ years in a technical role with minimum 2 years customer-facing experience
Experience working with enterprise customers in consultative capacity
Strong understanding of networking, VPNs, and security principles
Experience with cloud infrastructure AWS, GCP, Azure and DevOps tools
Prior customer-facing technical role at SaaS company
Ability to explain complex technical concepts to diverse audiences
Strong written and verbal communication skills
Analytical mindset and troubleshooting skills for complex technical issues
Passion for delivering excellent customer service and building relationships
Ability to manage multiple accounts and prioritize tasks effectively
Collaborative mindset to work cross-functionally with product, sales, and engineering
Technologies
Responsibilities
Lead and manage onboarding process for new strategic customers
Provide training and resources to set customers up for long-term success
Offer technical support diagnosing and resolving issues across Tailscale platform
Assist with configuration, integration, and troubleshooting for smooth implementation
Conduct quarterly business reviews to review usage, metrics, and future goals
Identify opportunities for deeper engagement and horizontal expansion
Build strong relationships acting as trusted advisor to customers
Help customers optimize use by identifying best practices and recommendations
Serve as voice of customer relaying feedback to product and engineering teams
Work closely with sales, product, engineering, and support for smooth handoffs
Escalate critical issues and drive customer success across organization
Develop and maintain repository of technical documentation, FAQs, and guides
Benefits
Amenities
Recruitment process
Reports directly to Zach Buchheit, Team Lead, Customer Success Engineers
Compensation includes base salary, equity, and comprehensive benefits
Pay range reflects target OTE inclusive of base and variable compensation
Variable compensation tied to attainment of quarterly sales targets
Remote first company with most teams working fully remotely
Annual company retreat and team off-sites for in-person connection
Team travel and distributed collaboration across Canada, US, UK, and Singapore
$1500 USD annually for professional development
Mentorship, coaching, and internal promotion opportunities available
Flexible paid time off program for any life situation
Choose own company-owned laptop Mac or PC
Monthly home internet reimbursement
$500 USD to customize workstation
Parental leave top-ups 20 weeks birthing, 16 weeks non-birthing
Hiring process uses AI-assisted tools with all decisions made by people
