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.
What You'll do
Do you love solving complex technical problems and interacting with people? Are you passionate about helping customers and are a standout colleague? Cloudflare is seeking an experienced Network Security Engineer to join our team and support our largest and most technically sophisticated customers in resolving technical problems, threats or attacks on their infrastructure at OSI Layers 3, 4, and 7. This will span the range of Cloudflare products from Magic Transit Infrastructure Protection, Argo Smart Routing, DDoS mitigation and Network Firewall, to using the Web Application firewall (WAF), Spectrum and Rate Limiting to help customers.
Skills, Knowledge, and Experience
- Fluent English speaker is a requirement
- Minimum 3 years working within a Technical Support team solving various technical issues
- Self-driven and capable of learning new technologies / systems / features with little guidance
- Fundamental understanding how the Internet works (OSI Model)
- Advanced understanding of internet protocols like TCP and UDP
- Computer Networking fundamentals, experience with iptables and looking glass
- Experience troubleshooting network connectivity issues, BGP routing, and GRE tunnels
- Packet capture analysis
- Experience in command line and tools, including curl, dig, traceroute, openssl, git
- Experience troubleshooting DNS, SSL / TLS, HTTP
- Experience in a web development and / or hosting environment such as installing and configuring web servers like Apache, Nginx, Caddy and IIS
- Experience writing scripts in Bash, Python, JavaScript or other scripting language
- Experience in working as part of a team in a customer-facing role
Responsibilities
- Communicate with customers via chat, email, and phone
- Compare traffic signatures and attributes including IP addresses, cookie variations, HTTP headers, and JavaScript footprints to determine what is good traffic and what is malicious
- DDoS mitigation for OSI layers 3,4, & 7: advise customers on how to filter malicious traffic using Cloudflare tools like Magic Transit, Network Firewall, WAF, IP reputation lists, packet inspection, blocklisting, allowlisting, and rate limiting
- Work with Engineering and Operations teams to mitigate attacks, suggest steps to mitigate, and apply the appropriate mitigation when applicable
- Work with Engineering and Product teams to improve products and tools
Availability and Schedule Requirements
- Flexibility to work varying work schedules including; Tuesday through Saturday, Sunday through Thursday, holidays, weekends, more than 5 days in a row, or additional hours on occasion.
Bonus Points
- You are familiar with Cloudflare and are actively using our platform
- You have worked with PostgreSQL, MySQL, MS SQL, and other database servers
- You are fluent and can troubleshoot in other languages beyond English and Spanish
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.
Gallery
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.'
