Description
About Us
At Cloudflare, we are on a mission to help build a better Internet. Today the company runs one of the world’s largest networks that powers millions of websites and other Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies.
As a Senior Technical Support Engineer at Cloudflare, you will be responsible for working with your peer Support engineers and cross-functional teams to tackle the toughest issues for our highest-profile customers. You’ll gain hands-on experience with our products, learn the inner workings of Cloudflare’s offerings, and continue to extend and deepen your understanding of foundational internet technologies.
Responsibilities
- Own the toughest technical challenges and escalations within the scope of the Customer Support while maintaining high standards of individual and team performance
- Maintain clear, timely, and productive communications with customers via our ticketing system and phone support channels
- Become a go-to resource for technical and process knowledge inside and outside the Support organization
- Proactively identify and execute on opportunities for team growth and improvement
- Assist with training and mentoring other team members
- Help create and update technical documentation and runbooks
- Provide feedback on our product and potential improvements based on customer interactions
- Support the team in testing new releases and reporting bugs
- Perform other duties/projects as assigned
Required Skills and Experience
- 5-7 years of experience working in a technical Customer Support role supporting large enterprise and SMB clients
- Excellent written and verbal communication skills
- Self-driven and comfortable learning new technologies and systems on an ongoing basis
- Strong understanding of how the Internet works at OSI Model layers 3, 4, and 7
- Strong understanding of DNS, SSL/TLS, and HTTP(S) protocols
- Strong understanding of HTTP reverse proxying, caching, and load balancing
- Experience using Linux and associated command line tools, including curl, dig, traceroute, openssl, git, etc.
- Experience writing scripts in Bash, Python, JavaScript, or other scripting languages
Preferred Skills and Experience
- Prior experience with the Cloudflare platform, especially for personal projects/websites
- Experience troubleshooting network connectivity issues, BGP routing, and GRE tunnels
- Experience configuring network or application firewalls
- Experience with web development and/or web hosting
- Degrees or certifications in Computer Science, Information Technology, and related fields
- Fluency in Mandarin, Spanish, and/or Portuguese
What Makes Cloudflare Special?
We’re not just a highly ambitious, large-scale technology company. We’re a highly ambitious, large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet.
Project Galileo: Since 2014, we've equipped more than 2,400 journalism and civil society organizations in 111 countries with powerful tools to defend themselves against attacks that would otherwise censor their work, technology already used by Cloudflare’s enterprise customers--at no cost.
Athenian Project: In 2017, we created the Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free, so that their constituents have access to election information and voter registration. Since the project, we've provided services to more than 425 local government election websites in 33 states.
1.1.1.1: We released 1.1.1.1 to help fix the foundation of the Internet by building a faster, more secure and privacy-centric public DNS resolver. This is available publicly for everyone to use - it is the first consumer-focused service Cloudflare has ever released.
Here’s the deal - we don’t store client IP addresses never, ever. We will continue to abide by our privacy commitment and ensure that no user data is sold to advertisers or used to target consumers.
Sound like something you’d like to be a part of? We’d love to hear from you!
This position may require access to information protected under U.S. export control laws, including the U.S. Export Administration Regulations. Please note that any offer of employment may be conditioned on your authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license.
Cloudflare is proud to be an equal opportunity employer. We are committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness. All qualified applicants will be considered for employment without regard to their, or any other person's, perceived or actual race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship, age, physical or mental disability, medical condition, family care status, or any other basis protected by law.
We are an AA/Veterans/Disabled Employer. Cloudflare provides reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job. Examples of reasonable accommodations include, but are not limited to, changing the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. If you require a reasonable accommodation to apply for a job, please contact us at [[email protected]](mailto:[email protected]).
Experience Level: senior Employment Type: full-time Workplace Type: hybrid Category: Engineering Industry: Technology Salary Range: Not Stated Salary Min: 0 Salary Max: 0 Salary Currency: USD Salary Period: year Required Skills:
- 5-7 years of experience working in a technical Customer Support role supporting large enterprise and SMB clients
- Excellent written and verbal communication skills
- Self-driven and comfortable learning new technologies and systems on an ongoing basis
- Strong understanding of how the Internet works at OSI Model layers 3, 4, and 7
- Strong understanding of DNS, SSL/TLS, and HTTP(S) protocols
- Strong understanding of HTTP reverse proxying, caching, and load balancing
- Experience using Linux and associated command line tools, including curl, dig, traceroute, openssl, git, etc.
- Experience writing scripts in Bash, Python, JavaScript, or other scripting languages
Preferred Skills:
- Prior experience with the Cloudflare platform, especially for personal projects/websites
- Experience troubleshooting network connectivity issues, BGP routing, and GRE tunnels
- Experience configuring network or application firewalls
- Experience with web development and/or web hosting
- Degrees or certifications in Computer Science, Information Technology, and related fields
- Fluency in Mandarin, Spanish, and/or Portuguese