Technical Support Engineer, Zero Trust

Cloudflare • San Francisco, CA

7d • Hybrid

About The Position

Cloudflare is seeking an experienced Technical Support Engineer for Zero Trust to support its largest and most technically sophisticated customers. The role helps customers confidently deploy and operate Cloudflare Zero Trust solutions, including Access, Gateway, Cloudflare Tunnels, Cloudflare WAN, and the Cloudflare One client (formerly Cloudflare WARP client). The position is based in Austin, Texas, with work expected from the Austin office twice a week, and includes availability for a Saturday and Sunday shift.

The Cloudflare Customer Support Team answers technical questions and solves complex problems through phone, email, chat, and social media. The team serves as the real-time voice of the customer, sharing customer needs and use cases to support better service and future product development. The role works directly with customers and collaborates with Product, Engineering, and Security teams to resolve issues and improve Cloudflare products.

Requirements

• At least 3 years of experience as a Support Engineer or Senior Support Engineer supporting networking or web security products.
• Exceptional troubleshooting and problem-solving skills, including the ability to explain complex concepts simply to customers.
• Strong written and verbal communication skills and a strong customer service orientation.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.
• Experience supporting and troubleshooting multi-factor authentication mechanisms, such as TOTP, SMS, FIDO, U2F, WebAuth, email, and push MFA.
• Hands-on experience with identity and access management systems, including IdP, IAM, and SCIM; examples include Okta, Microsoft Entra, and Ping.
• Strong knowledge of authentication protocols, including SAML and OIDC.
• Proficiency in networking fundamentals, including DNS, VPNs, firewalls, and traffic routing.
• Experience supporting cloud platforms such as AWS, Azure, or GCP, and SaaS application integrations.
• Experience working with PostgreSQL, MySQL, MS SQL, or other database servers.
• Bachelor’s degree in Computer Science, Information Systems, Cybersecurity, or a related field, or equivalent experience; specialized bootcamps may also qualify.
• Availability to work the Saturday and Sunday weekend shift.

Nice To Haves

• Relevant certifications, such as Cloudflare Certified Zero Trust Specialist, CISSP, or CCSP.
• Experience building projects on Cloudflare or using Cloudflare products.

Responsibilities

• Provide advanced technical support and serve as a trusted technical advisor to enterprise customers using Cloudflare Zero Trust products.
• Troubleshoot and resolve complex issues involving identity, device security, and secure application access.
• Communicate with customers by phone, video conference, chat, and Salesforce tickets.
• Diagnose and remediate customer configuration and integration challenges involving authentication protocols and network security settings.
• Create and maintain knowledge base articles, technical guides, and troubleshooting documentation for internal and customer use.
• Partner with Product, Engineering, and Security teams to escalate and resolve advanced customer issues.
• Provide customer feedback to inform product improvements and align products with user needs.
• Assist customers in identifying and responding to security incidents using Cloudflare threat intelligence and security tools.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level