Customer Reliability Engineer

Tailscale delivers software that securely interconnects people and their devices, making network access safe and effortless. The Customer Reliability Engineer owns complex customer escalations, investigates difficult technical issues, and either resolves them or provides fully documented handoffs to engineering. The role partners with Customer Success, Support, Product, and Engineering to improve troubleshooting, tooling, and customer outcomes. Responsibilities Own high-severity, post-sales technical escalations from intake through resolution or engineering handoff. This includes deep-dive investigations and reproduction of difficult-to-isolate bugsGet on calls with customers, pull logs, and communicate with the customer about leading theoriesBuild engineering handoff packages that require minimal follow-up questions: reproducible case, log evidence (timestamps, node IDs), version matrix, impact scope, what's already been ruled out, and a proposed engineering team to own the fixFile an