Senior Customer Reliability EngineerNew

Cloudflare
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The opportunity

Cloudflare built its reputation helping build a better Internet, defending millions of sites, giving away SSL and DDoS mitigation when the industry charged premium prices. In an acceleratingly dangerous world, the scope of that mission has changed.

What you'll do

  • Own a Sev-1 incident where a large financial services customer sees: asymmetric latency from a single POP. Trace it through BGP routing and origin configuration. Produce the fix upstream.

  • Diagnose a recurring WebSocket disconnect that a media customer has been: fighting for weeks. Isolate it to a specific interaction between WAF and their origin load balancer. Drive the fix with Product Engineering.

  • Partner with a government customer's SRE team during an active DDoS event.: Help them shape their Magic Transit and WAF configuration in real time.

  • Build, with Product Engineering, a distributed tracing capability that: correlates Cloudflare edge signals with customer origin metrics so a single query tells the story of a failing request end-to-end.

  • Ship a detector for a class of WAF false positives silently degrading several: customers. Get it into production before the next renewal cycle.

  • Prototype an AI agent that takes a new customer case, pulls relevant logs and: config, and proposes a root cause with linked evidence. Deploy it internally. Measure whether it makes engineers faster. Iterate.

What they're looking for

  • Rapid incident response and root cause analysis. Own the most complex,: high-severity customer issues end-to-end, from first signal through confirmed resolution. Lead deep-dive debugging across the full stack: edge, network, DNS, transport, APIs, application, customer-side configuration. Reproduce defects, validate fixes with Engineering, and confirm customer-side resolution. Produce postmortems other engineers rely on. Hold on-call for high-severity incidents as part of a global rotation that includes weekends.
  • Proactive reliability engineering. Analyze support and telemetry signals: across the customer base to find systemic risks before they become incidents. Contribute monitoring, detection, and diagnostic capability to the core product and the engineering systems that give Customer Support early visibility into customer-affecting issues. Define customer-facing reliability metrics (error rates, resolution times, repeat-contact rates) and drive measurable improvement. Write automation that reduces mean-time-to-detect and mean-time-to-resolve.
  • Cross-functional partnership. Manage the technical escalation lifecycle with: clear ownership and timely communication. Partner with Product Engineering to drive fixes, workarounds, and configuration changes that address underlying gaps. Represent the customer reliability perspective in engineering syncs, incident reviews, and post-mortem processes.
  • Technical leadership and enablement. Raise the technical floor of Customer: Support through pair-debugging, structured knowledge transfer, and shared tooling. Document diagnostic procedures and resolution patterns in runbooks, internal knowledge bases, and AI skills. Share insights from customer-facing incidents to improve product documentation and operational readiness.