Implementation Engineer

Job Description

As an Implementation Engineer (IE) at Tailscale, you are the primary architect of a customers’ first experience with our product. Reporting to the CSE Team Lead, you will sit at the intersection of Pre-sales, Support, and Product with the mission of value attainment for our customers. You will manage a high volume of accounts across commercial and enterprise segments, guiding them through the critical first 30 days of their journey. This is a high-impact, technical role designed for someone with intellectual curiosity, empathy, strong networking fundamentals, and a passion for helping customers solve complex connectivity/security challenges with Tailscale. You will ensure that Tailscale becomes a foundational part of our customers’ infrastructure from day one.

Key Responsibilities

• Own the end-to-end technical onboarding journey for a high volume of accounts, with a relentless focus on ensuring customers reach Time To Value (TTV) in under 30 days.
• Provide hands-on guidance for technical configurations, including Identity Provider (IdP) integration, Tailnet administration, ACL policy definition, and MDM deployments.
• Partner closely with AEs and SEs to ingest technical requirements from the pre-sales cycle and ensure a seamless transition to active usage.
• Act as a critical feedback loop for the Product and Engineering teams by identifying recurring friction points or bugs during the onboarding phase and advocating for fixes.
• Maintain rigorous data hygiene within sales (SFDC) and CSP tooling to provide visibility into onboarding completion rates, TTV, and overall customer health metrics.
• Bridge the gap between initial setup and long-term support by facilitating clean handoffs to the Support and Post-sales teams once adoption milestones are met.
• Define and refine onboarding success metrics, including the development of post-onboarding surveys and in-product adoption targets.

What We Are Looking For

• 2–4+ years of experience in a technical, customer-facing role such as Technical Support, Implementation, or Solutions Engineering
• Strong foundational knowledge of networking concepts including the OSI model, DNS, routing, and VPN operations (experience with Tailscale preferred)
• Proficiency in installing software across diverse operating systems, including Linux, Windows, macOS, and iOS/Android (experience with Mobile Device Management is a plus)
• Strong skills in diagnosing, troubleshooting, and resolving issues related to networking
• Ability to read and modify JSON or YAML configs for ACL and Kubernetes deployments
• Exceptional organizational skills with a proven ability to manage a high volume of concurrent tasks across multiple revenue segments without compromising quality
• Clear and empathetic communication style, with the ability to translate complex networking concepts into actionable steps for technical and non-technical stakeholders alike
• A builder’s mindset, meaning you enjoy solving technical puzzles and are motivated by seeing a customer successfully deploy a solution you helped architect