Customer Reliability Engineer

Cloudflare•San Francisco, CA

16h

About The Position

Cloudflare is hiring a Customer Reliability Engineer in Singapore to help ensure the reliability of critical customer systems running on Cloudflare. The Customer Reliability Engineering (CRE) function applies site reliability engineering practices directly to customer systems, combining customer-facing incident response with proactive engineering. The engineer owns complex, high-severity customer issues end-to-end, works with Product Engineering to resolve underlying problems, and contributes to products and tools that improve reliability across the customer base. The role includes participating in a global on-call rotation for high-severity incidents, including weekends. In addition to responding to incidents, the engineer develops telemetry, monitoring, detection, diagnostic tooling, automation, and AI-assisted capabilities to identify and resolve customer issues earlier and more efficiently. The position also involves technical escalation management, cross-functional collaboration, knowledge sharing, and maintaining deep expertise across Cloudflare’s product portfolio.

Requirements

At least 5 years of hands-on experience in site reliability engineering, escalation engineering, systems engineering, or a comparable deeply technical support or operations role.
At least 2 years of experience in customer-facing environments.
Strong networking and security foundations, including TCP/IP, OSI, IPv4/IPv6, subnetting, routing, switching, DNS, HTTP/S, TLS/SSL, SMTP, SNMP, NTP, BGP, OSPF, firewalls, NAT, ACLs, VPNs, IPSec, GRE, Zero Trust, and network segmentation.
Proficiency with observability and diagnostic tools, including packet capture and analysis tools such as Wireshark and tcpdump, log aggregation such as Kibana and Elasticsearch, Grafana dashboards, and distributed tracing.
Strong Bash and Python scripting and automation skills, with a track record of shipping tools that improve reliability and reduce toil.
Experience with incident management, postmortem culture, and SLO/SLI-based reliability practices.
Excellent written and verbal communication, including the ability to explain complex technical topics to engineers, leadership, and customers.
Ability to own ambiguous, cross-layer problems and remain composed during high-severity incidents.

Nice To Haves

SRE, DevOps, or platform engineering experience with direct customer-facing accountability.
Deep expertise in both L3/L4 network infrastructure and L7 application protocols, DNS, HTTP, and WebSocket.
Expert-level proficiency with Linux command-line tools such as curl, dig, git, traceroute, mtr, strace, and ss.
Data-at-scale analysis using SQL, PromQL, or equivalent.
Familiarity with CI/CD pipelines, infrastructure-as-code tools such as Terraform or Pulumi, and container orchestration such as Kubernetes or Docker.
Track record of building internal tooling or diagnostic utilities that measurably improve team efficiency.
Demonstrated technical leadership, including mentoring engineers, driving cross-team initiatives, and influencing outcomes without direct authority.
Experience applying AI/ML to production engineering or operational workflows.
Comfort engaging directly with enterprise customer engineering teams, including during incident calls.
Active Cloudflare user with practitioner-level platform knowledge.
Hands-on experience with Workers, Pages, R2, D1, or other developer platform services.
Cloud networking and security experience across AWS, Azure, or GCP.
Web programming experience with HTML or JavaScript and regular expressions.
Experience with chaos engineering or formal reliability frameworks such as Google SRE principles.
Experience managing or configuring non-HTTP services such as email, authoritative or recursive DNS, FTP, or SSH.

Responsibilities

Own complex, high-severity customer issues from initial signal through confirmed resolution.
Lead deep-dive debugging across Cloudflare’s edge, network, DNS, transport, APIs, applications, and customer-side configuration.
Reproduce defects, validate fixes with Engineering, and confirm resolution with customers.
Produce postmortems and hold on-call for high-severity incidents as part of a global rotation that includes weekends.
Analyze support and telemetry signals to identify systemic risks before they become incidents.
Contribute monitoring, detection, and diagnostic capabilities to Cloudflare products and engineering systems that give Customer Support early visibility into customer-affecting issues.
Define customer-facing reliability metrics, including error rates, resolution times, and repeat-contact rates, and drive measurable improvements.
Write automation to reduce mean time to detect and mean time to resolve.
Manage technical escalations with clear ownership and timely communication.
Partner with Product Engineering on fixes, workarounds, and configuration changes that address underlying gaps.
Represent the customer reliability perspective in engineering syncs, incident reviews, and postmortems.
Improve Customer Support’s technical capabilities through pair-debugging, knowledge transfer, and shared tooling.
Document diagnostic procedures and resolution patterns in runbooks, internal knowledge bases, and AI skills.
Share customer incident insights to improve product documentation and operational readiness.
Maintain current expertise across Cloudflare products, anticipate customer impact from releases and architecture changes, and serve as a subject-matter expert in one or more domains.