Technical Support Engineer, Application Performance

Cloudflare • Austin, TX

2d • Hybrid

About The Position

Cloudflare is hiring a Technical Support Engineer for its Customer Support Team. The role provides technical assistance to customers across chat, email, and phone, resolving issues and collaborating with senior engineers and cross-functional teams. The engineer will develop hands-on knowledge of Cloudflare products and Internet technologies, while contributing customer feedback, release testing, bug reporting, and documentation improvements, including AI skills and conversational workflows. The position is hybrid in Austin, Texas, and requires working Tuesday through Saturday with a firm 11:00 AM Central Time start, plus attendance at the Austin office twice a week.

Requirements

• 3–5 years of experience working in a technical Customer Support role, preferably on a team working with large enterprise customers.
• Self-driven and comfortable learning new technologies and systems on an ongoing basis.
• Excellent written and verbal communication skills.
• Strong understanding of Internet technologies at OSI Model layers 3, 4, and 7.
• Strong understanding of DNS, SSL/TLS, and HTTP(S) protocols.
• General understanding of HTTP reverse proxying, caching, and load balancing.
• Experience using Linux and command-line tools such as curl, dig, traceroute, openssl, and git.
• Experience writing scripts in Bash, Python, JavaScript, or other scripting languages.
• Experience installing and configuring web servers such as Apache, Nginx, and/or IIS.

Nice To Haves

• Prior experience with the Cloudflare platform, especially for personal projects or websites.
• Experience troubleshooting network connectivity issues, BGP routing, and GRE tunnels.
• Experience configuring network or application firewalls.
• Degrees or certifications in Computer Science, Information Technology, or related fields.
• Fluency in Mandarin, Spanish, and/or Portuguese.

Responsibilities

• Fulfill support requests by communicating with Cloudflare customers via chat, email, and phone.
• Collaborate with senior engineers to analyze and troubleshoot customer issues.
• Track support requests using the ticketing system.
• Participate in team meetings to discuss and share feedback.
• Help define and update AI skills and conversational journeys so automated workflows have up-to-date knowledge; update other internal- and public-facing documentation as needed.
• Provide feedback on Cloudflare products and potential improvements based on customer interactions.
• Support testing new releases and report bugs.
• Perform other duties and projects as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed