Technical Support Engineer, Zero TrustPosted today

Cloudflare
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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, providing advanced support for: enterprise customers using Cloudflare’s Zero Trust platform, including products like Access, Gateway, and Teams.

  • Troubleshoot and resolve complex technical issues related to identity, device: security, and secure application access.

  • Work directly with customers to diagnose and remediate configuration and: integration challenges with authentication protocols (e.g., SSO, SAML, OIDC) and network security settings.

  • 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.

What they're looking for

  • You have a minimum of 4 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.
  • Ability to work independently and collaboratively in a fast-paced, dynamic environment.
  • You have experience supporting and troubleshooting multi-factor mechanisms: (TOTP, SMS, FIDO, U2F, WebAuth, EMAIL, Push MFA, etc).
  • Hands-on experience with identity and access management (IAM) systems, such: as Okta, Ping Identity, or Azure Active Directory.
  • Strong knowledge of authentication protocols (SAML, OIDC, LDAP) and secure web gateway technologies.
  • Proficiency in networking fundamentals, including DNS, VPNs, firewalls, and traffic routing.