Teams at Tailscale

Own and resolve high-severity post-sales technical escalations. Reproduce hard-to-isolate bugs, run deep-dive investigations, collect logs and evidence, conduct customer calls, and produce turnkey engineering handoff packages. Monitor patterns, create runbooks and tooling, and partner with Support and Product/Engineering to improve product reliability and supportability.

Manage and grow existing customer accounts through upsells and renewals. Build pipeline, create success plans, forecast accurately, educate customers on product value, and collaborate with Sales Engineering, Customer Success, Support, Marketing, and Product. Participate in recorded customer meetings for coaching and quality improvement.

Lead resolution of high-severity post-sales escalations: investigate and reproduce complex networking and software issues, run customer calls, collect logs and evidence, create engineering-ready handoff packages, identify systemic patterns, and improve tooling and runbooks to raise Support's technical capability.