Description
About the Role
Cloudflare is seeking an experienced Technical Support Engineer for Zero Trust to join our team. You will work with our largest and most technically sophisticated customers on a variety of technical support issues to ensure they can deploy and operate Cloudflare's Zero Trust solutions with confidence.
Responsibilities
- Serve as a trusted technical advisor, providing advanced support for enterprise customers using Cloudflare's Zero Trust platform, including products like Access, Gateway, Cloudflare Tunnels, Cloudflare WAN and the Cloudflare One client.
- Troubleshoot and resolve complex technical issues related to identity, device security, and secure application access.
- Communicate and work directly with customers via phone, video conference, chat, and tickets in Salesforce.
- Work directly with customers to diagnose and remediate configuration and integration challenges with authentication protocols and network security settings.
- 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.
Desirable Skills, Knowledge, and Experience
- Minimum of 3 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.
- Ability to work independently and collaboratively in a fast-paced, dynamic environment.
- Experience supporting and troubleshooting multi-factor mechanisms, identity and access management systems, and authentication protocols.
- Proficiency in networking fundamentals, including DNS, VPNs, firewalls, and traffic routing.
- Experience supporting cloud platforms and SaaS application integrations.
- Bachelor's degree in Computer Science, Information Systems, Cybersecurity, or a related field.
- Relevant certifications such as Cloudflare Certified Zero Trust Specialist, CISSP, or CCSP.
What Makes Cloudflare Special?
Cloudflare is committed to helping build a better Internet and protecting the free and open Internet. The company has initiatives such as Project Galileo and the Athenian Project, and has released a public DNS resolver, 1.1.1.1.