Technical Support Engineer, Application SecurityNew

Cloudflare
Apply now

The opportunity

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.

What you'll do

  • Serve as a trusted technical advisor for our Enterprise customers, responding: to and resolving inquiries and incidents related to Application Services/Performance, while delivering timely, high-quality and personalized assistance.

  • Work directly with customers to diagnose, troubleshoot and resolve complex: technical issues involving DNS, HTTP Errors, IAM, Load Balancing, Caching, CORS, SSL/TLS, Network, and other Application Services/Performance related configurations.

  • Work with Engineering and Operations teams to remediate issues, suggest steps: to mitigate, and apply the appropriate mitigation, when applicable.

  • Create and maintain knowledge base articles, technical guides, and: troubleshooting documentation for internal and customer use.

  • 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.

What they're looking for

  • You must have a minimum of 4 years’ experience working as a Technical Support: Engineer supporting globally distributed reverse-proxy CDN platforms, with hands-on expertise in content caching, performance optimization, traffic routing, and edge delivery services similar to Cloudflare’s core network offerings.
  • 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.
  • Ability to work independently and collaboratively in a fast-paced, dynamic environment.
  • Strong understanding of L4/L7 protocols and concepts including, TCP/UDP, DNS,: HTTP/S, IAM, Load Balancing, Caching, CORS, SSL/TLS, Network with a particular focus on Anycast concepts.
  • Have experience using online diagnostic and monitoring platforms: including DNS lookup tools, global ping and traceroute testers, SSL/TLS configuration analyzers, and synthetic transaction or real-user monitoring services — to troubleshoot DNS resolution, network latency, certificate issues, and global service availability problems.
  • Have experience using investigative observability tools such as Kibana,: Grafana, Zabbix, Sentry, and live log-tailing utilities to analyze logs, trace issues, and pinpoint root causes of performance or reliability problems.
  • Confident with command line and tools, including curl, dig, traceroute, openssl, git.