Technical Support Engineer - Zero Trust

Available Locations: Kuala Lumpur Malaysia

About the Team

The Cloudflare Customer Support Team solves complicated problems and answers technical questions via phone email chat and social media. Whether it is a Wordpress blogger using our services for free or a global Enterprise business with petabytes of web traffic we are always eager to assist. We are the eyes and ears of Cloudflare acting as the realtime voice of the customer to help communicate their needs and realworld use cases back to the rest of the company for better service and future product development.

What Youll Do

Do you love solving complex technical issues and interacting with people Are you passionate about providing premiumlevel support to customers and are a standout colleague Cloudflare is seeking an experienced Technical Support Engineer for Zero Trust to join our team. You will work with our largest and most technically sophisticated customers on a variety of technical support issues to ensure they can deploy and operate Cloudflares Zero Trust solutions with confidence.

• Serve as a trusted technical advisor providing advanced support for enterprise customers using Cloudflares Zero Trust platform including products like Access Gateway and Teams.
• Troubleshoot and resolve complex technical issues related to identity device security and secure application access.
• Work directly with customers to diagnose and remediate configuration and integration challenges with authentication protocols (e.g. SSO SAML OIDC) and network security settings.
• Create and maintain knowledge base articles technical guides and troubleshooting documentation for internal and customer use.
• Partner with Cloudflares Product Engineering and Security teams to escalate and resolve advanced customer issues.
• Provide feedback based on customer interactions to drive product improvements and ensure alignment with user needs.
• Assist customers in identifying and responding to security incidents leveraging Cloudflares threat intelligence and security tools.

What Were Looking For

• You have a minimum of 4 years experience working as a Support Engineer / Sr. Support Engineer supporting networking or web security products.
• Exceptional troubleshooting and problemsolving skills with the ability to simplify complex concepts for customers.
• Strong customer service orientation and communication skills both written and verbal fluent in English and preferably a second language like Mandarin Hindi Tamil Korean or Japanese.
• Ability to work independently and collaboratively in a fastpaced dynamic environment.
• You have experience supporting and troubleshooting multifactor mechanisms (TOTP SMS FIDO U2F WebAuth EMAIL Push MFA etc).
• Handson experience with identity and access management (IAM) systems such as Okta Ping Identity or Azure Active Directory.
• Strong knowledge of authentication protocols (SAML OIDC LDAP) and secure web gateway technologies.
• Proficiency in networking fundamentals including DNS VPNs firewalls and traffic routing.
• Experience supporting cloud platforms (AWS Azure GCP) and SaaS application integrations.
• You have worked with PostgreSQL MySQL MS SQL or other database servers.
• Bachelors degree in Computer Science Cybersecurity or a related field (or equivalent experience).
• Relevant certifications such as Cloudflare Certified Zero Trust Specialist CISSP or CCSP.

What Makes Cloudflare Special

Were not just a highly ambitious largescale technology company. Were a highly ambitious largescale 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 weve equipped more than 2400 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 Cloudflares enterprise customersat 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 weve 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 privacycentric public DNS resolver. This is available publicly for everyone to use it is the first consumerfocused service Cloudflare has ever released. Heres the deal we dont 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 youd like to be a part of Wed love to hear from you!

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 persons 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 email at or via mail at 101 Townsend St. San Francisco CA 94107.