Technical Support Engineer

Who you are

• 3-5 years of experience working in a technical Customer Support role, preferably as part of a team working with large enterprise customers
• Self-driven and comfortable learning new technologies and systems on an ongoing basis
• Excellent written and verbal communication skills
• 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
• General 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
• Experience installing and configuring web servers like Apache, Nginx, and/or IIS
• 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
• Degrees or certifications in Computer Science, Information Technology, and related fields
• Fluency in Mandarin, Spanish, and/or Portuguese

What the job involves

• This is a full-time, Tuesday-Saturday role requiring a firm start time of 11:00 AM Central Time to align with our global operations
• The Customer Support Team is dedicated to resolving complex issues and providing technical assistance across various channels, including phone, email, chat, and social media
• Our team passionately advocates for all customers, from individual Wordpress bloggers to Fortune 500 customers handling millions of clients daily
• By actively listening to real-world pain points and use cases, we serve as the vital link between our customers and the rest of Cloudflare and play a key role in building a better Internet every day!
• As a Technical Support Engineer at Cloudflare, you’ll work directly with customers and cross-functional teams to tackle a variety of technical challenges
• You’ll gain hands-on experience with our products, learn the inner workings of Cloudflare’s offerings, and deepen your understanding of internet technologies
• This role also provides opportunities to develop valuable technical and professional skills, as well as job shadowing experiences to explore different roles within the company
• Join us to enhance your skill set while making a real impact!
• Fulfill support requests by communicating with Cloudflare customers via chat, email, and phone
• Collaborate with senior engineers to analyze and troubleshoot customer issues
• Track support requests using our ticketing system
• Participate in team meetings to discuss and share feedback
• Help define and update AI skills and conversational journeys to ensure up-to-date knowledge is available in automated workflows, as well as updating other internal- and public-facing documentation as needed
• 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

Benefits

• Competitive pay: We offer a competitive total rewards package, where every employee is an owner of our stock.
• Take-what-you-need vacation: We encourage employees to find a comfortable work-life balance by taking as many days off as they need while still being able to perform their jobs satisfactorily. (We really mean it!)
• Paid maternity & paternity leave: Our global parental leave policy allows up to sixteen paid weeks of bonding leave time for all qualifying new parents.
• Employee benefits: We offer a comprehensive benefits package including healthcare, life insurance, short- and long-term disability, pension plans in accordance with the market practice in our locations.
• Commuter program: We are flexible about where we work and value connecting at the office. Our commuter benefits program is in place to support team members' commute to work via public transportation without the extra cost burden.
• Wellbeing: Global offerings that provide mental health, childcare and family forming support to our employees across our offices.