Network Security Support Engineer

Cloudflare•Austin, TX

18h•Onsite

About The Position

Cloudflare is seeking an experienced Network Security Engineer to join their Customer Support Team. This role will focus on supporting Cloudflare's largest and most technically sophisticated customers by resolving technical problems, threats, or attacks on their infrastructure at OSI Layers 3, 4, and 7. The position involves utilizing a range of Cloudflare products, including Magic Transit Infrastructure Protection, Argo Smart Routing, DDoS mitigation, Network Firewall, Web Application Firewall (WAF), Spectrum, and Rate Limiting.

Requirements

Fluent English speaker is a requirement
Minimum 3 years working within a Technical Support team solving various technical issues
Self-driven and capable of learning new technologies / systems / features with little guidance
Fundamental understanding how the Internet works (OSI Model)
Advanced understanding of internet protocols like TCP and UDP
Computer Networking fundamentals, experience with iptables and looking glass
Experience troubleshooting network connectivity issues, BGP routing, and GRE tunnels
Packet capture analysis
Experience in command line and tools, including curl, dig, traceroute, openssl, git
Experience troubleshooting DNS, SSL / TLS, HTTP
Experience in a web development and / or hosting environment such as installing and configuring web servers like Apache, Nginx, Caddy and IIS
Experience writing scripts in Bash, Python, JavaScript or other scripting language
Experience in working as part of a team in a customer-facing role

Nice To Haves

You are familiar with Cloudflare and are actively using our platform
You have worked with PostgreSQL, MySQL, MS SQL, and other database servers
You are fluent and can troubleshoot in other languages beyond English and Spanish

Responsibilities

Communicate with customers via chat, email, and phone
Compare traffic signatures and attributes including IP addresses, cookie variations, HTTP headers, and JavaScript footprints to determine what is good traffic and what is malicious
DDoS mitigation for OSI layers 3,4, & 7: advise customers on how to filter malicious traffic using Cloudflare tools like Magic Transit, Network Firewall, WAF, IP reputation lists, packet inspection, blocklisting, allowlisting, and rate limiting
Work with Engineering and Operations teams to mitigate attacks, suggest steps to mitigate, and apply the appropriate mitigation when applicable
Work with Engineering and Product teams to improve products and tools