About Us
Cloudflare is on a mission to help build a better Internet. We operate one of the world’s largest networks that powers millions of websites and other Internet properties for customers ranging from individual blogs to SMBs to Fortune 500 companies. Cloudflare protects and accelerates Internet applications without requiring hardware, software installation, or code changes. Properties powered by Cloudflare route web traffic through our intelligent global network, improving performance and reducing spam and attacks. Cloudflare has been recognized on Entrepreneur Magazine’s Top Company Cultures list and by Fast Company as one of the World’s Most Innovative Companies.
We value curiosity and empathy, and are committed to building a diverse and inclusive team. We hire based on potential and support team members throughout their time at Cloudflare. Join us!
Job Location: Austin, TX
About the Department
The Customer Support Team solves complicated problems and answers technical inquiries via phone, email, chat, and social media. We assist users ranging from WordPress bloggers using our services for free to global Enterprise customers with petabytes of web traffic. We act as the eyes and ears of Cloudflare, communicating customer needs and real-world use cases back to the company to help build a better service and future product development.
Role Summary
The Cloudflare Escalation Engineer performs deep, technical troubleshooting for complex, escalated issues. This role owns the customer escalation process and collaborates with Product and Engineering teams to identify product bugs, network problems, and platform issues. Escalation Engineers work with SRE, Network, Engineering, and Product teams, acting as an escalation point, isolating/replicating problems, and gathering technical information and expectations.
Responsibilities
- Serve as a subject matter expert in supporting Application Performance and Developer Platform products such as Cache, Images, Cloudflare Pages, R2, D1, Rules, Speed, Stream, Workers , etc.
- Collaborate with engineering and product teams to escalate issues, provide root cause analysis, and contribute to product improvements.
- Create and maintain detailed knowledge base articles, troubleshooting guides, and technical documentation.
- Provide coverage (shift rotation including weekends and Pacific Time hours) for technical troubleshooting of escalated issues
- Triage customer escalation issues to find the quickest and most efficient path to resolution
- Work cross-functionally with various teams across the company from engineering to sales
Requirements
- Minimum of 3 years' hands-on experience supporting or engineering Application/Developer focused products.
- Web Technologies: In-depth understanding of HTTP/S, RESTful APIs, and common web frameworks.
- Front-end Performance: Knowledge of browser rendering, DOM manipulation, and optimization techniques for client-side applications.
- Back-end Performance: Familiarity with server-side architecture, database interactions, and API performance tuning.
- Developer Tools: Proficiency with tools like Chrome DevTools, curl, and IDE debuggers for diagnosing application issues.
- Cloud Platforms: Understanding of cloud-native architectures, containerization (Docker, Kubernetes), and serverless functions.
- Observability: Experience with monitoring, logging, and tracing tools (e.g. Sentry, Prometheus, Grafana, ELK stack, Jaeger) for application health and performance.
- Security Principles: Awareness of common application vulnerabilities (OWASP Top 10), secure coding practices, and API security.
- Developer Experience: Appreciation for developer workflows, SDKs, and API documentation.
- Performance Optimization: Knowledge of caching strategies, CDN concepts, and load balancing.
- Proficiency in application troubleshooting using profiling and tracing tools (e.g., Dynatrace, New Relic, OpenTelemetry).
- Excellent verbal and written communication skills , with the ability to convey technical information clearly to both technical and non-technical audiences.
- Demonstrated ability to manage multiple priorities and projects effectively in a fast-paced environment.
Core competencies ("Desired skills, knowledge and experience")
- Extensive technical support experience
- Expertise in troubleshooting application protocols (L7 - DNS, HTTP, etc)
- Expertise in troubleshooting network infrastructure (L3/L4)
- Expert with Linux command line tools (curl, dig, git, traceroute, mtr)
- Expert at analyzing data using tools like Grafana, Kibana, and SQL
- Able to clarify complex technical issues and coordinate efforts to resolve
- Able to identify and share/suggest process improvements
- Demonstrated leadership, prior mentoring experience
- Self-motivated, self-directed, strong relationship building, can positively influence the actions of others, team player
- Comfortable handling inbound and outbound customer calls
Bonus Points
- You are familiar with Cloudflare and are actively using our platform
- Experience with regular expressions
- Knowledge of web programming (HTML, Javascript, PHP) and scripting (bash, Python)
- Experience managing/configuring non-HTTP applications (email, DNS, FTP, SSH, etc.)
What Makes Cloudflare Special?
We are a highly ambitious, large-scale technology company with a soul. Protecting the free and open Internet is fundamental to our mission.
Project Galileo: Since 2014, we have equipped more than 2,400 journalism and civil society organizations in 111 countries with powerful tools to defend themselves against attacks, 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, serving 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. It is publicly available for everyone to use. We do not store client IP addresses and will continue to abide by our privacy commitments.
Sound like something you’d like to be part of? We’d love to hear from you!
This position may require access to information protected under U.S. export control laws. Any offer of employment may be conditioned on authorization to receive software or technology controlled under U.S. export laws without sponsorship for an export license.
Cloudflare is an equal opportunity employer. We provide equal employment opportunities for all people and value diversity and inclusiveness. All qualified applicants will be considered without regard to race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship, age, disability, or any other basis protected by law. We are an AA/Veterans/Disabled Employer.
Cloudflare provides reasonable accommodations to qualified individuals with disabilities. If you require accommodations to apply, please contact or send mail to 101 Townsend St. San Francisco, CA 94107.
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