Senior Customer Solutions Engineer
Senior Customer Solutions Engineer
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1 Vacancy
Job Description
At Cloudflare we are on a mission to help build a better Internet. Today the company runs one of the worlds largest networks that powers millions of websites and other Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies. Cloudflare protects and accelerates any Internet application online without adding hardware installing software or changing a line of code. Internet properties powered by Cloudflare all have web traffic routed through its intelligent global network which gets smarter with every request. As a result they see significant improvement in performance and a decrease in spam and other attacks. Cloudflare was named to Entrepreneur Magazines Top Company Cultures list and ranked among the Worlds Most Innovative Companies by Fast Company.
We realize people do not fit into neat boxes. We are looking for curious and empathetic individuals who are committed to developing themselves and learning new skills and we are ready to help you do that. We cannot complete our mission without building a diverse and inclusive team. We hire the best people based on an evaluation of their potential and support them throughout their time at Cloudflare. Come join us!
Available Location: Seoul South Korea
About the Role
As a Customer Solutions Engineer (CSE) you will be the trusted technical advisor throughout a customers lifecycle. You are a product expert and will leverage your knowledge to ensure our Enterprise customers understand and utilize the Cloudflare platform to its fullest extent. Your goal is to help customers be successful and derive the most value possible from their Cloudflare investment.
As a CSE you strive to understand customer requirements and issues at the molecular level. No matter your background you have natural curiosity and desire to identify root causes of strange problems and the most elegant and efficient solutions. Fundamentally you are enamored with how the internet works.
You will work closely with the Customer Success Manager (CSM) as well as every other team at Cloudflare from Sales and Product to Engineering and Customer Support. Customer success will drive you through the entire organization as you seek out and implement scalable solutions for your customers needs.
Responsibilities
As a critical member of the Account Team you will serve as a trusted technical advisor help expand existing business and ensure the success of our customers:
- You will be part of a regional team and will work closely with CSMs supporting the regional book of business
- From a technical perspective as part of the account team your primary responsibilities will be to deliver a timely and organized onboarding for customers ensure customers see the full value in Cloudflares products and advise on technical best practices
- Ensure customer retention and expansion through relationship building and participation in periodic account reviews to contribute your expertise on technical topics
- Provide customers with clear proactive technical guidance and expertise across all our products
- Collaborate with Customer Support Engineering and other teams to assist with technical escalations
- Proactively identify opportunities for expansion for existing customers
- Promote retention by capturing and communicating gaps in product or features
- Contribute towards the success of the CSE organization through knowledgesharing activities such as contributing to internal and external documentation answering technical Q&A and helping iterate on best practices
- The role requires 2050 travel to attend meetings with customers attend conferences and other industry events and to collaborate with your Cloudflare teammates
Experiences might include a combination of the skills below:
- 58 years of prior postsales customer relationship management
- Professional Fluency in both Korean and English
- Deep understanding of how the internet works and the desire to expand that knowledge. For example:
- Layers and protocols of the OSI model such as TCP/IP TLS DNS HTTP
- Reverse and forward proxies and the applications of both
- Security aspects of an internet property such as Firewalls WAFs Bot Management Rate Limiting (M)TLS Zero Trust
- Performance aspects of an internet property such as Speed Latency Caching HTTP/2 TLSv1.3
- Enjoying the adventure of troubleshooting and solving technical problems
- Understanding why Cloudflare plays an increasingly important role on todays internet
- Ability to proactively identify and solve problems then build sustainable solutions to prevent recurrence
- Demonstrated experience with a scripting language (e.g. Python JavaScript Bash) and a desire to expand those skills
- Technical curiosity and passion: Cloudflare is at the cutting edge of internet technology and our CSEs are viewed as subjectmatter experts. Its incumbent on us to stay up to date not only with Cloudflares specific products but with industry trends.
- Ability to manage a project work to deadlines and prioritize between competing demands
Bonus!
- Understanding of or experience with regulatory requirements such a PCI DSS HIPAA and SOC2
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.
Required Experience:
Senior IC
Employment Type
Full Time
