Response Engineer

Cloudflare•San Francisco, CA

About The Position

Cloudflare Managed Defense Center provides premium-level support for Cloudflare's security products and features. Our largest and most technically sophisticated customers will contact our Managed Defense Center for assistance and intelligence in dealing with threats or attacks on their infrastructure at OSI Layers 3, 4, and 7. This spans the range of Cloudflare security products from Magic Transit Infrastructure Protection, DDoS mitigation (including Advanced TCP Protection and Advanced DNS Protection), and Cloudflare Network Firewall, to using the Web Application Firewall (WAF), Spectrum, Bot Management, API Security, and Rate Limiting to help customers. Managed Defense Response [Analysts/Engineers] analyze threats using customer-facing dashboards and internal tools, make detailed and informed suggestions for mitigation, and may implement mitigation strategies directly on behalf of the customer with appropriate approval. The team provides 24x7x365 proactive monitoring via our internal alerting systems, near real-time analysis of security events, and attack reporting beyond Cloudflare's self-service reports.

Requirements

Strong understanding of internet protocols (TCP, UDP, ICMP, GRE, BGP)
Networking fundamentals are crucial for success
Analysis of traffic for attack anomaly detection and creation of mitigation rules
Experience handling attack mitigation with knowledge of L3/4 and L7 attacks
Command line / Bash shell proficiency
Customer-facing or Technical support experience is mandatory
Strong communication skills, including with VIP customers during active attacks
Ability to remain calm under pressure
Ability to work 24x7 rotating shifts
Sysadmin skills: Linux, Mac, or Windows (Preferred)
Knowledge of Cloudflare Security Products & Features (Preferred)
Scripting skills, Python preferred (Preferred)
Prometheus/Grafana monitoring experience (Preferred)
Packet capture tools such as tcpdump or Wireshark (Preferred)
API/GraphQL experience (Nice to have)
Security certifications: GCIA, GCIH, GCFA, GCFE, CISSP, CISM equivalent (Strongly preferred)
Network certifications: CCNA, CCNP (Nice to have)

Nice To Haves

API/GraphQL experience
Network certifications: CCNA, CCNP

Responsibilities

Monitor and investigate proactive alerts to identify attacks
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
Communicate with customers via chat, email, and phone
Review alerts to determine relevancy and urgency; create tracking tickets for incidents requiring review or escalation
Adhere to Customer SLAs for alert response and customer communication
Configure and manage security monitoring rules; contribute to tool and threshold improvements
DDoS mitigation for OSI Layers 3, 4, & 7: filter malicious traffic using Cloudflare tools including Magic Transit, Magic Firewall, Advanced TCP Protection, WAF, Custom Rules, IP Access Rules, and Rate Limiting
Maintain customer-specific runbooks and escalation matrices
Support managed customer onboarding and deliver monthly security reviews