About the Role
As a Customer Solutions Engineer (CSE), you will be the trusted technical advisor throughout a customer's lifecycle. You are a product expert and will leverage your knowledge to ensure our Enterprise customers understand and utilize the Cloudflare platform to its fullest extent. Your goal is to help customers be successful and derive the most value possible from their Cloudflare investment. As a CSE, you strive to understand customer requirements and issues at the molecular level. No matter your background, you have natural curiosity and desire to identify root causes of strange problems and the most elegant and efficient solutions. Fundamentally, you are enamored with how the internet works. You will work closely with the Customer Success Manager (CSM) as well as every other team at Cloudflare, from Sales and Product to Engineering and Customer Support. Customer success will drive you through the entire organization as you seek out and implement scalable solutions for your customer's needs.
Responsibilities:
- As a critical member of the Account Team you will serve as a trusted technical advisor, help expand existing business, and ensure the success of our customers:
- You will be part of a regional team and will work closely with CSMs working with the regional customers of Cloudflare
- From a technical perspective, as part of the account team, your primary responsibilities will be to deliver a timely and organized onboarding for customers, ensure customers see the full value in Cloudflare's products, and advise on technical best practices
- Ensure customer retention and expansion through relationship building and participation in periodic account reviews to contribute your expertise on technical topics
- Provide customers with clear proactive technical guidance and expertise across all our products
- Collaborate with Customer Support, Engineering, and other teams to assist with technical escalations
- Proactively identify opportunities for expansion for existing customers
- Promote retention by capturing and communicating gaps in product or features
- Contribute towards the success of the CSE role through knowledge-sharing activities such as contributing to internal and external documentation, answering technical Q&A, and helping iterate on best practices
- The role requires 15-30% travel to attend meetings with customers, attend conferences, and other industry events, and to collaborate with your Cloudflare teammates
Experiences might include a combination of the skills below:
Deep understanding of how the internet works and the desire to expand that knowledge. For example:
- Layers and protocols of the OSI model, such as TCP/IP, TLS, DNS, HTTP
- Reverse and forward proxies and the applications of both
- Security aspects of an internet property, such as Firewalls, WAFs, Bot Management, Rate Limiting, (M)TLS, Zero Trust
- Performance aspects of an internet property, such as Speed, Latency, Caching, HTTP/2, TLSv1.3
- Enjoying the adventure of troubleshooting and solving technical problems
- Understanding why Cloudflare plays an increasingly important role on today's internet
- Demonstrated experience with a coding language (e.g. JavaScript, Python,etc) and a desire to expand those skills
- Technical curiosity and passion: Cloudflare is at the cutting edge of internet technology, and our CSEs are viewed as subject-matter experts. It's incumbent on us to stay up to date not only with Cloudflare's specific products, but with industry trends.
- Ability to proactively identify and solve problems then build sustainable solutions to prevent recurrence
- Ability to manage a project, work to deadlines, and prioritize between competing demands
- Great communication skills & stakeholder management skills
- Ability to read and write in an additional APAC language
Top Skills
What We Do
Cloudflare, Inc. (NYSE: NET) is the leading connectivity cloud company on a mission to help build a better Internet. It empowers organizations to make their employees, applications and networks faster and more secure everywhere, while reducing complexity and cost. Cloudflare’s connectivity cloud delivers the most full-featured, unified platform of cloud-native products and developer tools, so any organization can gain the control they need to work, develop, and accelerate their business.
Powered by one of the world’s largest and most interconnected networks, Cloudflare blocks billions of threats online for its customers every day. It is trusted by millions of organizations – from the largest brands to entrepreneurs and small businesses to nonprofits, humanitarian groups, and governments across the globe.
Why Work With Us
Cloudflare employees come from all walks of life. We are mission-driven, and our team is energized by a collaborative, creative environment that celebrates our differences and fosters new ways to grow together.
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Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We are committed to developing a global team that is distributed with a flexible working approach. Doing this equitably and inclusively is essential to our success. Visit our careers site for more on 'How & Where We Work.'
