Technical Support Engineer, Developer Platform

Cloudflare • Austin, TX

4h • Hybrid

About The Position

Cloudflare is hiring a Technical Support Engineer for its Developer Platform team in Austin, Texas. The role supports individual developers, startups, and enterprise engineering teams building production applications on Cloudflare. The team combines technical investigation, customer communication, and collaboration with Product and Engineering to resolve issues and improve the developer experience.

The engineer will help customers build and run applications using Cloudflare Workers, Workers AI, Durable Objects, R2, D1, Workflows, Pages, Queues, and Workers KV. The role includes investigating platform behavior, reproducing reported issues in test environments, helping customers enable logs and tracing, and turning findings into clear guidance. It also involves improving scripts, documentation, and AI-assisted workflows so the team can resolve problems consistently.

This is a full-time role based in Austin, with an expectation to work from the office twice a week. The schedule follows either a Tuesday–Saturday or Sunday–Thursday rotation, with a firm 11:00 AM Central Time start to align with global operations.

Requirements

• 3–5 years of experience in technical customer support, developer support, or a similar role troubleshooting web applications, cloud services, or APIs.
• Ability to write or modify small scripts in JavaScript, Python, Bash, or a similar language to reproduce issues and inspect API behavior.
• Excellent written and verbal communication skills, including explaining complex findings clearly, asking focused questions, setting realistic expectations, and guiding customers with different levels of technical expertise.
• A structured troubleshooting approach, including isolating variables, comparing environments, and interpreting logs, stack traces, and error messages to pinpoint root causes.
• Strong understanding of HTTP(S), DNS, SSL/TLS, caching, and how web requests flow between clients, edge networks, and origin servers.
• Familiarity with REST APIs, JSON, authentication headers, and basic SQL queries when investigating application or data issues.
• Experience supporting or deploying cloud-hosted web applications, including environment configuration, build logs, and runtime errors.
• Comfort working in Linux or Unix-like environments with command-line tools such as curl, dig, openssl, and Git, as well as browser developer tools.
• Curiosity, independent learning, and sound judgment when prioritizing cases, collaborating with teammates, and verifying outputs from AI tools and documentation.

Responsibilities

• Own technical support cases from initial investigation through resolution via email, chat, and phone, providing clear next steps, timely follow-up, and empathetic communication.
• Troubleshoot builds and deployments, runtime errors, resource limits, routing, and bindings to storage, databases, and external APIs.
• Replicate reported behavior in a sandbox environment, analyze platform logs and request telemetry, and guide customers on enabling observability and tracing to isolate root causes.
• Partner with Engineering on escalations by providing customer impact, reproduction steps, and diagnostic evidence, and keep customers informed through resolution.
• Define and update runbooks, AI skills, conversational journeys, and documentation to keep automated workflows and customer guidance accurate and up to date.
• Use and improve diagnostic scripts, tools, and test examples to help customers and teammates troubleshoot faster.
• Prioritize concurrent cases by customer impact, provide clear handoffs across time zones, and identify and communicate recurring issues or incidents.
• Collaborate with teammates, Product, and Engineering to report reproducible bugs, validate fixes, and improve product reliability and support workflows.

What This Job Offers

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