CloudFlare
About Cloudflare
At Cloudflare, we are on a mission to help build a better Internet. The company runs one of the world’s largest networks powering millions of websites and Internet properties for customers ranging from individual bloggers to Fortune 500 companies. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Our global network helps properties see improved performance and reduced spam and attacks. Cloudflare is recognized for its culture and innovation. We value curiosity, empathy, and learning. We are committed to building a diverse and inclusive team and hire based on potential with ongoing support. Available Location:
Austin, TX About the Department
The Customer Support Team solves complicated problems and technical inquiries via phone, email, chat, and social media. We serve customers from WordPress bloggers to Enterprise clients, acting as the real-time voice of the customer to inform product development and service improvements. 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 foster a close relationship with SRE, Network, Engineering and Product teams, acting as an escalation point to isolate/replicate problems and gather technical information/expectations. 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 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. Requirements
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. 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. Experience with cloud networking and security in AWS, Azure, or GCP. 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 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 and we do not store client IP addresses. 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! EEO and Disability Information
Cloudflare is proud to be an equal opportunity employer. We provide equal employment opportunity for all people and value diversity and inclusiveness. All qualified applicants will be considered without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, or any other basis protected by law. We are an AA/Veterans/Disabled Employer. We provide reasonable accommodations to qualified individuals with disabilities. If you require an accommodation to apply, please contact hr@cloudflare.com. For government reporting purposes, please respond to the voluntary self-identification of disability form as described. Completion is voluntary and confidential. See the candidate privacy policy for details. Apply for this job
Interested in building your career at Cloudflare? We’d love to hear from you.
#J-18808-Ljbffr
At Cloudflare, we are on a mission to help build a better Internet. The company runs one of the world’s largest networks powering millions of websites and Internet properties for customers ranging from individual bloggers to Fortune 500 companies. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Our global network helps properties see improved performance and reduced spam and attacks. Cloudflare is recognized for its culture and innovation. We value curiosity, empathy, and learning. We are committed to building a diverse and inclusive team and hire based on potential with ongoing support. Available Location:
Austin, TX About the Department
The Customer Support Team solves complicated problems and technical inquiries via phone, email, chat, and social media. We serve customers from WordPress bloggers to Enterprise clients, acting as the real-time voice of the customer to inform product development and service improvements. 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 foster a close relationship with SRE, Network, Engineering and Product teams, acting as an escalation point to isolate/replicate problems and gather technical information/expectations. 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 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. Requirements
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. 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. Experience with cloud networking and security in AWS, Azure, or GCP. 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 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 and we do not store client IP addresses. 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! EEO and Disability Information
Cloudflare is proud to be an equal opportunity employer. We provide equal employment opportunity for all people and value diversity and inclusiveness. All qualified applicants will be considered without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, or any other basis protected by law. We are an AA/Veterans/Disabled Employer. We provide reasonable accommodations to qualified individuals with disabilities. If you require an accommodation to apply, please contact hr@cloudflare.com. For government reporting purposes, please respond to the voluntary self-identification of disability form as described. Completion is voluntary and confidential. See the candidate privacy policy for details. Apply for this job
Interested in building your career at Cloudflare? We’d love to hear from you.
#J-18808-Ljbffr