Technical Support Engineer, Zero Trust

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 for Zero Trust to join our team. You will work with our largest and most technically sophisticated customers on a variety of technical support issues to ensure they can deploy and operate Cloudflare's Zero Trust solutions with confidence. You will be expected to work from our Austin office twice a week.

Responsibilities

Serve as a trusted technical advisor, providing advanced support for enterprise customers using Cloudflare's Zero Trust platform, including products like Access, Gateway, Cloudflare Tunnels, Cloudflare WAN and the Cloudflare One client; Troubleshoot and resolve complex technical issues related to identity, device security, and secure application access; Communicate and work directly with customers via phone, video conference, chat and tickets in Salesforce; 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; Assist customers in identifying and responding to security incidents, leveraging Cloudflare's threat intelligence and security tools

Requirements

Availability to work the weekend shift (Saturday & Sunday); Minimum of 3 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; Experience supporting and troubleshooting multi-factor mechanisms (TOTP, SMS, FIDO, U2F, WebAuth, EMAIL, Push MFA, etc); Hands-on experience with identity and access management (IdP, IAM, SCIM) systems, such as Okta, Microsoft Entra, Ping, etc.; Strong knowledge of authentication protocols (SAML, OIDC); Proficiency in networking fundamentals, including DNS, VPNs, firewalls, and traffic routing; Experience supporting cloud platforms (AWS, Azure, GCP) and SaaS application integrations; Experience 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). This may also include specialized bootcamps

Nice to have

Relevant certifications such as Cloudflare Certified Zero Trust Specialist, CISSP, or CCSP; Experience with building projects on Cloudflare or using Cloudflare Products