Technical Support Engineer

Cloudflare•San Francisco, CA

13d

About The Position

At Cloudflare, we are on a mission to help build a better Internet. Today the company runs one of the world’s largest networks that powers millions of websites and other Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by Cloudflare all have web traffic routed through its intelligent global network, which gets smarter with every request. As a result, they see significant improvement in performance and a decrease in spam and other attacks. Cloudflare was named to Entrepreneur Magazine’s Top Company Cultures list and ranked among the World’s Most Innovative Companies by Fast Company. We realize people do not fit into neat boxes. We are looking for curious and empathetic individuals who are committed to developing themselves and learning new skills, and we are ready to help you do that. We cannot complete our mission without building a diverse and inclusive team. We hire the best people based on an evaluation of their potential and support them throughout their time at Cloudflare. Come join us! About the Team The Cloudflare Customer Support Team solves complicated problems and answers technical questions via phone, email, chat and social media. Whether it is a Wordpress blogger using our services for free or a global Enterprise business with petabytes of web traffic, we are always eager to assist. We are the eyes and ears of Cloudflare, acting as the real-time voice of the customer to help communicate their needs and real-world use cases back to the rest of the company - for better service and future product development. Location :- Bengaluru What You'll Do Do you love solving complex technical issues and interacting with people? Are you passionate about providing premium-level support to customers and are a standout colleague? Cloudflare is seeking an experienced Technical Support Engineer to join our team. You will work with our broad customer base on a variety of technical support issues ranging from troubleshooting network performance and security concerns to providing guidance on product configurations and best practices. Serve as a trusted technical advisor, providing advanced support for enterprise customers using Cloudflare’s suite of products. Engage with customers through email, phone, and chat, providing clear, concise, and empathetic communication to effectively address their technical needs and ensure a positive support experience. 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. This role requires working in rotational shifts, including evenings, weekends, and public holidays, to support our global customer base.

Requirements

Minimum 8 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, and you are fluent in English.
Ability to work independently and collaboratively in a fast-paced, dynamic environment.
You are a motivated self-starter who always looking to expand your skill sets, you take initiatives and capable of learning new technologies / systems / features with little guidance
You have a solid grasp of problem solving with command line tools (dig/traceroute/curl/tcpdump)
You have experience writing scripts in Bash, Python, JavaScript, or other scripting language
You have experience installing and configuring web servers like Apache, Nginx, and IIS
Proficiency in networking fundamentals, including DNS, VPNs, firewalls, and traffic routing.
Experience supporting cloud platforms (AWS, Azure, GCP) and SaaS application integrations.
You are familiar with Cloudflare and have a site actively using our platform
You have worked with PostgreSQL, MySQL, MS SQL or other database servers.
Bachelor’s degree in Computer Science, Cybersecurity, or a related field (or equivalent experience).
Relevant certifications such as CISSP, CCSP, GCIA, GCIH, GCFA or equivalent.

Responsibilities

Serve as a trusted technical advisor, providing advanced support for enterprise customers using Cloudflare’s suite of products.
Engage with customers through email, phone, and chat, providing clear, concise, and empathetic communication to effectively address their technical needs and ensure a positive support experience.
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.
This role requires working in rotational shifts, including evenings, weekends, and public holidays, to support our global customer base.

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