Technical Support Engineer, Zero Trust

Cloudflare•San Francisco, CA

4d•Hybrid

About The Position

Cloudflare is seeking an experienced Technical Support Engineer for Zero Trust to join our team. You will work with our largest and most technically sophisticated customers on a variety of technical support issues to ensure they can deploy and operate Cloudflare's Zero Trust solutions with confidence. Serve as a trusted technical advisor, providing advanced support for enterprise customers using Cloudflare’s Zero Trust platform, including products like Access, Gateway, and Teams. Troubleshoot and resolve complex technical issues related to identity, device security, and secure application access. Work directly with customers to diagnose and remediate configuration and integration challenges with authentication protocols (e.g., SSO, SAML, OIDC) and network security settings. Create and maintain knowledge base articles, technical guides, and troubleshooting documentation for internal and customer use. Partner with Cloudflare’s Product, Engineering, and Security teams to escalate and resolve advanced customer issues. Provide feedback based on customer interactions to drive product improvements and ensure alignment with user needs. Assist customers in identifying and responding to security incidents, leveraging Cloudflare’s threat intelligence and security tools.

Requirements

A minimum of 4 years experience working as a Support Engineer / Sr. Support Engineer supporting networking or web security products.
Exceptional troubleshooting and problem-solving skills, with the ability to simplify complex concepts for customers.
Strong customer service orientation and communication skills, both written and verbal.
Ability to work independently and collaboratively in a fast-paced, dynamic environment.
Experience supporting and troubleshooting multi-factor mechanisms (TOTP, SMS, FIDO, U2F, WebAuth, EMAIL, Push MFA, etc).
Hands-on experience with identity and access management (IAM) systems, such as Okta, Ping Identity, or Azure Active Directory.
Strong knowledge of authentication protocols (SAML, OIDC, LDAP) and secure web gateway technologies.
Proficiency in networking fundamentals, including DNS, VPNs, firewalls, and traffic routing.
Experience supporting cloud platforms (AWS, Azure, GCP) and SaaS application integrations.
Worked with PostgreSQL, MySQL, MS SQL or other database servers.
Bachelor’s degree in Computer Science, Cybersecurity, or a related field (or equivalent experience).

Nice To Haves

Relevant certifications such as Cloudflare Certified Zero Trust Specialist, CISSP, or CCSP.

Responsibilities

Serve as a trusted technical advisor, providing advanced support for enterprise customers using Cloudflare’s Zero Trust platform, including products like Access, Gateway, and Teams.
Troubleshoot and resolve complex technical issues related to identity, device security, and secure application access.
Work directly with customers to diagnose and remediate configuration and integration challenges with authentication protocols (e.g., SSO, SAML, OIDC) and network security settings.
Create and maintain knowledge base articles, technical guides, and troubleshooting documentation for internal and customer use.
Partner with Cloudflare’s Product, Engineering, and Security teams to escalate and resolve advanced customer issues.
Provide feedback based on customer interactions to drive product improvements and ensure alignment with user needs.
Assist customers in identifying and responding to security incidents, leveraging Cloudflare’s threat intelligence and security tools.