Customer Solutions Engineer

Cloudflare • San Francisco, CA

5d

About The Position

As a Customer Solutions Engineer working with our Enterprise Latin American customers (CSE), you will be the trusted technical advisor throughout a customer’s lifecycle. You are a Cloudflare product expert and will leverage your knowledge to ensure our Enterprise customers understand and utilize the Cloudflare platform to its fullest extent. Your goal is to help customers be successful and derive the most value possible from their Cloudflare investment. As a CSE, you strive to understand customer requirements and issues at the molecular level. No matter your background, you have natural curiosity and desire to identify root causes of strange problems and the most elegant and efficient solutions. Fundamentally, you are enamored with how the internet works. You will work closely with Customer Success Managers (CSMs) as well as every other team at Cloudflare, from Sales and Product to Engineering and Customer Support. Customer success will drive you through the entire organization as you seek out and implement scalable solutions for your customer’s needs.

Requirements

• Fluency in English and Spanish are required. Portuguese fluency is a plus.
• 3+ years of prior post-sales customer relationship management
• Deep understanding of how the internet works and the desire to expand that knowledge. For example:
• Layers and protocols of the OSI model, such as TCP/IP, TLS, DNS, HTTP
• Reverse and forward proxies and the applications of both
• Security aspects of an internet property, such as Firewalls, WAFs, Bot Management, Rate Limiting, (M)TLS, Zero Trust
• Performance aspects of an internet property, such as Speed, Latency, Caching, HTTP/2, TLSv1.3
• Enjoying the adventure of troubleshooting and solving technical problems
• Understanding why Cloudflare plays an increasingly important role on today’s internet
• Ability to proactively identify and solve problems then build sustainable solutions to prevent recurrence

Responsibilities

• As a critical member of the team you will serve as a trusted technical advisor, help expand existing business, and ensure the success of our customers via 1:1 engagements, and 1:many success events
• From a technical perspective, your primary responsibilities will be to partner with customers to understand their unique perspectives, using empathy to persuade them toward best-practice courses of action and translating complex technical details into clear, business-focused language.
• You will take part in content creation and delivery for technical customer workshops, either virtually or in-person
• Provide customers with clear proactive technical guidance and expertise
• Collaborate with Customer Support, Engineering, and other teams to assist with technical escalations
• Proactively identify opportunities for expansion for existing customers
• Promote retention and adoption by capturing and communicating gaps in product or features
• Take the lead in presenting solutions, both independently and in collaboration with our sales teams, by identifying and overcoming the specific challenges that stand in the way of a customer's goals

Benefits

• Cloudflare offers a complete package of benefits and programs to support you and your family.
• Our benefits programs can help you pay health care expenses, support caregiving, build capital for the future and make life a little easier and fun!
• The below is a description of our benefits for employees in the United States, and benefits may vary for employees based outside the U.S.
• Health & Welfare Benefits
• Medical/Rx Insurance
• Dental Insurance
• Vision Insurance
• Flexible Spending Accounts
• Commuter Spending Accounts
• Fertility & Family Forming Benefits
• On-demand mental health support and Employee Assistance Program
• Global Travel Medical Insurance
• Financial Benefits
• Short and Long Term Disability Insurance
• Life & Accident Insurance
• 401(k) Retirement Savings Plan
• Employee Stock Participation Plan
• Time Off
• Flexible paid time off covering vacation and sick leave
• Leave programs, including parental, pregnancy health, medical, and bereavement leave

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees