Description
About the Role
Cloudflare is seeking a Customer Reliability Engineer to join their team. As a Customer Reliability Engineer, you will be responsible for ensuring the reliability of Cloudflare's systems for high-priority customers. You will work closely with customers, Product Engineering, and other teams to resolve complex issues and build new capabilities.
Responsibilities
- Rapid incident response and root cause analysis: Own the most complex, high-severity customer issues end-to-end, from first signal through confirmed resolution.
- Proactive reliability engineering: Analyze support and telemetry signals across the customer base to find systemic risks before they become incidents.
- Cross-functional partnership: Manage the technical escalation lifecycle with clear ownership and timely communication.
- Technical leadership and enablement: Raise the technical floor of Customer Support through pair-debugging, structured knowledge transfer, and shared tooling.
Requirements
- Minimum 5 years of hands-on experience in site reliability engineering, escalation engineering, systems engineering, or a comparable deeply technical support / operations role.
- Strong foundation in networking and security: TCP/IP fundamentals, core protocols, routing protocols, firewall concepts, VPN and encryption, Zero Trust architecture.
- Proficiency with observability and diagnostic tooling: packet capture and analysis, log aggregation, metrics dashboards, distributed tracing.
- Strong scripting and automation skills: Bash, Python.
- Experience with incident management, postmortem culture, and SLO/SLI-based reliability practices.
- Excellent written and verbal communication.
Desired Skills & Experience
- SRE, DevOps, or platform engineering experience with direct customer-facing accountability.
- Deep expertise at both L3/L4 and L7.
- Expert-level proficiency with Linux command-line tools.
- Data-at-scale analysis using SQL, PromQL, or equivalent.
- Familiarity with CI/CD pipelines, infrastructure-as-code, and container orchestration.
- Track record of building internal tooling or diagnostic utilities that measurably improved team efficiency.