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Mid-Level Escalation Engineer - Network/Security
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Mid-Level Escalation Engineer - Network/Security
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Jobright.ai Mid-Level Escalation Engineer - Network/Security
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Mid-Level Escalation Engineer - Network/Security
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Jobright.ai Get AI-powered advice on this job and more exclusive features. Jobright is an AI-powered career platform that helps job seekers discover the top opportunities in the US. We are NOT a staffing agency. Jobright does not hire directly for these positions. We connect you with verified openings from employers you can trust. Job Summary: Cloudflare is a technology company on a mission to help build a better Internet, serving a diverse range of customers. The Escalation Engineer will perform deep technical troubleshooting for complex escalated issues, collaborate with various teams, and own the customer escalation process to enhance product performance and customer satisfaction. Responsibilities: • Serve as a subject-matter expert in supporting network, routing and transport layer protocols such as BGP, OSPF, IPSec, GRE, TCP, UDP, etc. • Serve as a subject-matter expert in supporting Security products and technologies such as WAF, Firewall, IPS, DDoS, etc. • Collaborate closely 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 possibility of weekends and Pacific Time hours) for technical troubleshooting of escalated issues. • Triage Customer Escalation issues to find the quickest, most efficient path of resolution. • Work cross-functionally with various teams across the company, from engineering to sales. Qualifications: Required: • Minimum of 3 years’ hands-on experience supporting enterprise network and/or security environments. • Strong foundation in networking and security principles, technologies, and troubleshooting, including: TCP/IP fundamentals, including OSI model, IPv4/IPv6 addressing, subnetting, routing, and switching. • Common network protocols such as DNS, DHCP, HTTP/S, SNMP, SMTP, NTP, and FTP/SFTP. • Routing protocols including BGP, OSPF, and EIGRP, with an understanding of path selection. • Firewall concepts such as stateful/stateless inspection, rule sets, NAT, and ACLs. • VPN technologies and encryption methods (IPSec, SSL/TLS). • Network segmentation and Zero Trust security models. • Intrusion detection and prevention (IDS/IPS). • Endpoint and network threat mitigation strategies. • Security incident response processes and basic forensic principles. • Proficiency in network troubleshooting using packet capture and analysis tools (e.g., Wireshark, tcpdump). • 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. Preferred: • 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. Company: Cloudflare is a web performance and security company that provides online services to protect and accelerate websites online. Founded in 2009, the company is headquartered in San Francisco, California, USA, with a team of 1001-5000 employees. The company is currently Public Company. Cloudflare has a track record of offering H1B sponsorships. Seniority level
Seniority level Mid-Senior level Employment type
Employment type Full-time Job function
Industries Software Development Referrals increase your chances of interviewing at Jobright.ai by 2x Inferred from the description for this job
Medical insurance Vision insurance 401(k) Get notified about new Escalation Engineer jobs in
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Primary Support Engineer, PeopleSoft HCM
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Join to apply for the
Mid-Level Escalation Engineer - Network/Security
role at
Jobright.ai Mid-Level Escalation Engineer - Network/Security
1 day ago Be among the first 25 applicants Join to apply for the
Mid-Level Escalation Engineer - Network/Security
role at
Jobright.ai Get AI-powered advice on this job and more exclusive features. Jobright is an AI-powered career platform that helps job seekers discover the top opportunities in the US. We are NOT a staffing agency. Jobright does not hire directly for these positions. We connect you with verified openings from employers you can trust. Job Summary: Cloudflare is a technology company on a mission to help build a better Internet, serving a diverse range of customers. The Escalation Engineer will perform deep technical troubleshooting for complex escalated issues, collaborate with various teams, and own the customer escalation process to enhance product performance and customer satisfaction. Responsibilities: • Serve as a subject-matter expert in supporting network, routing and transport layer protocols such as BGP, OSPF, IPSec, GRE, TCP, UDP, etc. • Serve as a subject-matter expert in supporting Security products and technologies such as WAF, Firewall, IPS, DDoS, etc. • Collaborate closely 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 possibility of weekends and Pacific Time hours) for technical troubleshooting of escalated issues. • Triage Customer Escalation issues to find the quickest, most efficient path of resolution. • Work cross-functionally with various teams across the company, from engineering to sales. Qualifications: Required: • Minimum of 3 years’ hands-on experience supporting enterprise network and/or security environments. • Strong foundation in networking and security principles, technologies, and troubleshooting, including: TCP/IP fundamentals, including OSI model, IPv4/IPv6 addressing, subnetting, routing, and switching. • Common network protocols such as DNS, DHCP, HTTP/S, SNMP, SMTP, NTP, and FTP/SFTP. • Routing protocols including BGP, OSPF, and EIGRP, with an understanding of path selection. • Firewall concepts such as stateful/stateless inspection, rule sets, NAT, and ACLs. • VPN technologies and encryption methods (IPSec, SSL/TLS). • Network segmentation and Zero Trust security models. • Intrusion detection and prevention (IDS/IPS). • Endpoint and network threat mitigation strategies. • Security incident response processes and basic forensic principles. • Proficiency in network troubleshooting using packet capture and analysis tools (e.g., Wireshark, tcpdump). • 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. Preferred: • 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. Company: Cloudflare is a web performance and security company that provides online services to protect and accelerate websites online. Founded in 2009, the company is headquartered in San Francisco, California, USA, with a team of 1001-5000 employees. The company is currently Public Company. Cloudflare has a track record of offering H1B sponsorships. Seniority level
Seniority level Mid-Senior level Employment type
Employment type Full-time Job function
Industries Software Development Referrals increase your chances of interviewing at Jobright.ai by 2x Inferred from the description for this job
Medical insurance Vision insurance 401(k) Get notified about new Escalation Engineer jobs in
Austin, Texas Metropolitan Area . Application Support Engineer (Entry-Level, Remote – U.S. Only)
Leander, TX $55,000.00-$80,000.00 2 weeks ago Customer Success Engineer - Central/East
Austin, TX $80,000.00-$180,000.00 5 days ago Austin, TX $130,000.00-$200,000.00 1 week ago Escalation Engineer - Network/Security, Mid Level
Austin, Texas Metropolitan Area 4 hours ago Technical Support Engineer (Remote US Based, Austin Preferred)
Austin, TX $65,000.00-$70,000.00 3 weeks ago Associate Technical Support Engineer, Commercial Charging
Taylor, TX $77,700.00-$132,100.00 1 week ago Austin, TX $55,000.00-$69,000.00 4 days ago Austin, TX $113,400.00-$198,450.00 1 week ago Software Engineer (with Dev/Tech Support Responsibilities)
Primary Support Engineer, PeopleSoft HCM
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr