Technical Support Engineer, Application Performance

Available Locations: Hybrid - Austin, TX

Schedule: This is a full-time, Tuesday-Saturday role requiring a firm start time of 11:00 AM Central Time to align with our global operations. This role requires you to be able to come into our Austin office twice a week.

ABOUT THE DEPARTMENT

The Customer Support Team is dedicated to resolving complex issues and providing technical assistance across various channels, including phone, email, chat, and social media. Our team passionately advocates for all customers, from individual Wordpress bloggers to Fortune 500 customers handling millions of clients daily. By actively listening to real-world pain points and use cases, we serve as the vital link between our customers and the rest of Cloudflare and play a key role in building a better Internet every day!

WHAT YOU’LL DO

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. Join us to enhance your skill set while making a real impact!

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

DESIRABLE SKILLS, KNOWLEDGE, AND EXPERIENCE:

• 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

BONUS POINTS

• 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

WHAT MAKES CLOUDFLARE SPECIAL?

We’re not just a highly ambitious, large-scale technology company. We’re a highly ambitious, large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet.

Project Galileo: Since 2014, we've equipped more than 2,400 journalism and civil society organizations in 111 countries with powerful tools to defend themselves against attacks that would otherwise censor their work, technology already used by Cloudflare’s enterprise customers--at no cost.

Athenian Project: In 2017, we created the Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free, so that their constituents have access to election information and voter registration. Since the project, we've provided services to more than 425 local government election websites in 33 states.

1.1.1.1: We released 1.1.1.1 to help fix the foundation of the Internet by building a faster, more secure and privacy-centric public DNS resolver. This is available publicly for everyone to use - it is the first consumer-focused service Cloudflare has ever released. Here’s the deal - we don’t store client IP addresses never, ever. We will continue to abide by our privacy commitment and ensure that no user data is sold to advertisers or used to target consumers.

Sound like something you’d like to be a part of? We’d love to hear from you!

Please note that applicants who progress to the offer stage of the interview process may be asked to attend an in-person interview within one of the Cloudflare Offices or Cloudflare Hubs. More details about this will be available at that stage of the interview process.

This position may require access to information protected under U.S. export control laws, including the U.S. Export Administration Regulations. Please note that any offer of employment may be conditioned on your authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license.

Cloudflare is proud to be an equal opportunity employer. We are committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness. All qualified applicants will be considered for employment without regard to their, or any other person's, perceived or actual race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship, age, physical or mental disability, medical condition, family care status, or any other basis protected by law. We are an AA/Veterans/Disabled Employer.

Cloudflare provides reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job. Examples of reasonable accommodations include, but are not limited to, changing the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. If you require a reasonable accommodation to apply for a job, please contact us via e-mail at hr@cloudflare.com or via mail at 101 Townsend St. San Francisco, CA 94107.