Do you love solving complex technical issues and interacting with people? Are you passionate about providing premium-level support to customers and are a standout colleague? Cloudflare is seeking an experienced Technical Support Engineer to join our team. You will work with our broad customer base on a variety of technical support issues ranging from troubleshooting network performance and security concerns to providing guidance on product configurations and best practices.
- Serve as a trusted technical advisor, providing advanced support for enterprise customers using Cloudflare's suite of products.
- Engage with customers through email, phone, and chat, providing clear, concise, and empathetic communication to effectively address their technical needs and ensure a positive support experience.
- Create and maintain knowledge base articles, technical guides, and troubleshooting documentation for internal and customer use.
- Partner with Cloudflare's Product, Engineering, and Security teams to escalate and resolve advanced customer issues.
- Provide feedback based on customer interactions to drive product improvements and ensure alignment with user needs.
- Assist customers in identifying and responding to security incidents, leveraging Cloudflare's threat intelligence and security tools.
- This role requires working in rotational shifts, including evenings, weekends, and public holidays, to support our global customer base.
What We're Looking For
- You have a minimum of 4 years experience working as a Support Engineer / Sr. Support Engineer supporting networking or web security products.
- Exceptional troubleshooting and problem-solving skills, with the ability to simplify complex concepts for customers.
- Strong customer service orientation and communication skills, both written and verbal, and you are fluent in English.
- Ability to work independently and collaboratively in a fast-paced, dynamic environment.
- You are a motivated self-starter who always looking to expand your skill sets, you take initiatives and capable of learning new technologies / systems / features with little guidance
- You have a solid grasp of problem solving with command line tools (dig/traceroute/curl/tcpdump)
- You have experience writing scripts in Bash, Python, JavaScript, or other scripting language
- You have experience installing and configuring web servers like Apache, Nginx, and IIS
- Proficiency in networking fundamentals, including DNS, VPNs, firewalls, and traffic routing.
- Experience supporting cloud platforms (AWS, Azure, GCP) and SaaS application integrations.
- You are familiar with Cloudflare and have a site actively using our platform
- You have worked with PostgreSQL, MySQL, MS SQL or other database servers.
- Bachelor's degree in Computer Science, Cybersecurity, or a related field (or equivalent experience).
- Relevant certifications such as CISSP, CCSP, GCIA, GCIH, GCFA or equivalent.
Bonus Points For
- Experience in a shift-based or global support environment.
- Familiarity with SLA/KPI metrics and real-time queue management.
- Prior exposure to ITIL or similar incident management frameworks.
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.'
