About the Department
The Customer Support Team solves complicated problems and answers technical inquiries via phone, email, chat, and social media. Whether it is a WordPress blogger using our services for free or a global Enterprise business with petabytes of web traffic, our team is always eager to assist. We are the eyes and ears of Cloudflare, acting as the real-time voice of the customer to help communicate their needs and real-world use cases back to the rest of the company - to help build a better service and future product development.
Role Summary
The Cloudflare Escalation Engineer will perform deep, technical troubleshooting for complex, escalated issues. This role owns the customer escalation process and works with various Product and Engineering teams to identify product bugs, network problems, and platform issues. Escalation Engineers foster a close relationship with SRE, Network, Engineering and Product teams. They act as an escalation point, isolate/replicate problems, and gather technical information/expectation.
Responsibilities
- Serve as a subject matter expert in supporting Application Performance and Developer Platform products such as Cache, Images, Cloudflare Pages, R2, D1, Rules, Speed, Stream, Workers, etc.
- Collaborate closely with engineering and product teams to escalate issues, provide root cause analysis, and contribute to product improvements.
- Create and maintain detailed knowledge base articles, troubleshooting guides, and technical documentation.
- Provide coverage (shift rotation including possibility of weekends and Pacific Time hours) for technical troubleshooting of escalated issues
- Triage Customer Escalation issues to find the quickest most efficient path of resolution
- Work cross-functionally with various teams across the company from engineering to sales
- Minimum of 3 years' hands-on experience supporting or engineering Application/Developer focused products.
- Web Technologies: In-depth understanding of HTTP/S, RESTful APIs, and common web frameworks.
- Front-end Performance: Knowledge of browser rendering, DOM manipulation, and optimization techniques for client-side applications.
- Back-end Performance: Familiarity with server-side architecture, database interactions, and API performance tuning.
- Developer Tools: Proficiency with tools like Chrome DevTools, curl, and IDE debuggers for diagnosing application issues.
- Cloud Platforms: Understanding of cloud-native architectures, containerization (Docker, Kubernetes), and serverless functions.
- Observability: Experience with monitoring, logging, and tracing tools (e.g. Sentry, Prometheus, Grafana, ELK stack, Jaeger) for application health and performance.
- Security Principles: Awareness of common application vulnerabilities (OWASP Top 10), secure coding practices, and API security.
- Developer Experience: Appreciation for developer workflows, SDKs, and API documentation.
- Performance Optimization: Knowledge of caching strategies, CDN concepts, and load balancing.
- Proficiency in application troubleshooting using profiling and tracing tools (e.g., Dynatrace, New Relic, OpenTelemetry).
- Excellent verbal and written communication skills, with the ability to convey technical information clearly to both technical and non-technical audiences.
- Demonstrated ability to manage multiple priorities and projects effectively in a fast-paced environment.
- Extensive technical support experience
- Expertise in troubleshooting application protocols (L7 - DNS, HTTP, etc)
- Expertise in troubleshooting network infrastructure (L3/L4)
- Expert with Linux command line tools (curl, dig, git, traceroute, mtr)
- Expert at analyzing data using tools like grafana, kibana, and SQL
- Able to clarify complex technical issues and coordinate efforts to resolve
- Able to identify and share/suggest process improvements
- Demonstrated leadership, prior mentoring experience
- Self-motivated, self-directed, strong relationship building, can positively influence the actions of others, team player
- Comfortable handling inbound and outbound customer calls
- You are familiar with Cloudflare and are actively using our platform
- Experience with regular expressions
- Knowledge of web programming (HTML, Javascript, PHP) and scripting (bash, Python)
- Experience managing/configuring non-HTTP applications (email, DNS, FTP, SSH, etc.)
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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Cloudflare Offices
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.'
