Description
About the Role
As a Technical Support Engineer on our Developer Platform team, you'll help developers build and run applications on Cloudflare Workers, Workers AI, Durable Objects, R2, D1, Workflows, Pages, Queues, and Workers KV.
You'll investigate platform behavior, replicate reported issues in a test account, guide customers on enabling logs and tracing, and turn findings into clear, practical guidance.
You'll also improve the scripts, documentation, and AI-assisted workflows that help the team solve problems consistently.
This role combines hands-on troubleshooting, customer communication, and ownership across a rapidly evolving platform.
Responsibilities
- Own technical support cases from initial investigation through resolution via email, chat, and phone, providing clear next steps, timely follow-up, and empathetic communication.
- Troubleshoot builds and deployments, runtime errors, resource limits, routing, and bindings to storage, databases, and external APIs.
- Replicate reported behavior in a sandbox environment, analyze platform logs and request telemetry, and guide customers on enabling observability and tracing to isolate root causes.
- Partner with Engineering on escalations with clear customer impact, reproduction steps, and diagnostic evidence, keeping customers informed through resolution.
- Define and update runbooks, AI skills, conversational journeys, and documentation to ensure automated workflows and customer guidance remain accurate and up to date.
- Use and improve diagnostic scripts, tools, and test examples that help customers and teammates troubleshoot faster.
- Prioritize concurrent cases by customer impact, provide clear handoffs across time zones, and help identify and communicate recurring issues or incidents.
- Collaborate with teammates, Product, and Engineering to report reproducible bugs, validate fixes, and improve product reliability and support workflows.
Desirable Skills, Knowledge, and Experience
- 3-5 years of experience in technical customer support, developer support, or a similar role troubleshooting web applications, cloud services, or APIs.
- Ability to write or modify small scripts in JavaScript, Python, Bash, or a similar language to reproduce issues and inspect API behavior.
- Excellent written and verbal communication: explain complex findings clearly, ask focused questions, set realistic expectations, and guide customers with different levels of technical expertise.
- A structured troubleshooting approach: isolate variables, compare environments, and interpret logs, stack traces, and error messages to pinpoint root causes.
- Strong understanding of HTTP(S), DNS, SSL/TLS, caching, and how web requests flow between clients, edge networks, and origin servers.
- Familiarity with REST APIs, JSON, authentication headers, and basic SQL queries when investigating application or data issues.
- Experience supporting or deploying cloud-hosted web applications, including environment configuration, build logs, and runtime errors.
- Comfort working in Linux or Unix-like environments with command-line tools such as curl, dig, openssl, and Git, as well as browser developer tools.
- Curiosity, independent learning, and sound judgment when prioritizing cases, collaborating with teammates, and verifying outputs from AI tools and documentation.