Technical Support Engineer, Application Performance

As a Technical Support Engineer at Cloudflare, you’ll work directly with customers and cross-functional teams to tackle a variety of technical challenges. You’ll gain hands-on experience with our products, learn the inner workings of Cloudflare’s offerings, and deepen your understanding of internet technologies. This role also provides opportunities to develop valuable technical and professional skills, as well as job shadowing experiences to explore different roles within the company.

Responsibilities

Fulfill support requests by communicating with Cloudflare customers via chat, email, and phone; Collaborate with senior engineers to analyze and troubleshoot customer issues; Track support requests using our ticketing system; Participate in team meetings to discuss and share feedback; Help define and update AI skills and conversational journeys to ensure up-to-date knowledge is available in automated workflows, as well as updating other internal- and public-facing documentation as needed; Provide feedback on our product and potential improvements based on customer interactions; Support the team in testing new releases and reporting bugs; Perform other duties/projects as assigned

Requirements

3-5 years of experience working in a technical Customer Support role, preferably as part of a team working with large enterprise customers; Self-driven and comfortable learning new technologies and systems on an ongoing basis; Excellent written and verbal communication skills; Strong understanding of how the Internet works at OSI Model layers 3, 4, and 7; Strong understanding of DNS, SSL/TLS, and HTTP(S) protocols; General understanding of HTTP reverse proxying, caching, and load balancing; Experience using Linux and associated command line tools, including curl, dig, traceroute, openssl, git, etc.; Experience writing scripts in Bash, Python, JavaScript, or other scripting languages; Experience installing and configuring web servers like Apache, Nginx, and/or IIS

Nice to have

Prior experience with the Cloudflare platform, especially for personal projects/websites; Experience troubleshooting network connectivity issues, BGP routing, and GRE tunnels; Experience configuring network or application firewalls; Degrees or certifications in Computer Science, Information Technology, and related fields; Fluency in Mandarin, Spanish, and/or Portuguese