Technical Support Engineer, Application Performance

Available Locations: Hybrid - Austin TX Mexico City Mexico

Schedule: This is a full-time MondayFriday role requiring a firm start time of 7:00 AM Central Time to align with our global operations. This role requires you to be able to come into our Austin/Mexico City office twice a week.

About the Department

The Customer Support Team is dedicated to resolving complex issues and providing technical assistance across various channels including phone email chat and social media. Our team passionately advocates for all customers from individual Wordpress bloggers to Fortune 500 customers handling millions of clients daily. By actively listening to real-world pain points and use cases we serve as the vital link between our customers and the rest of Cloudflare and play a key role in building a better Internet every day!

What Youll do

As a Technical Support Engineer at Cloudflare youll work directly with customers and cross-functional teams to tackle a variety of technical challenges. Youll gain hands-on experience with our products learn the inner workings of Cloudflares offerings and deepen your understanding of internet technologies. This role also provides opportunities to develop valuable technical and professional skills as well as job shadowing experiences to explore different roles within the company. Join us to enhance your skill set while making a real impact!

Responsibilities

• Fulfill support requests by communicating with Cloudflare customers via chat email and phone
• Collaborate with senior engineers to analyze and troubleshoot customer issues
• Track support requests using our ticketing system
• Participate in team meetings to discuss and share feedback
• Help create and update technical documentation and runbooks
• Provide feedback on our product and potential improvements based on customer interactions
• Support the team in testing new releases and reporting bugs
• Perform other duties/projects as assigned

Required Skills and Experience

• 3-5 years of experience working in a technical Customer Support role preferably as part of a team working with large enterprise customers
• Self-driven and comfortable learning new technologies and systems on an ongoing basis
• Excellent written and verbal communication skills
• Strong understanding of how the Internet works at OSI Model layers 3 4 and 7
• Strong understanding of DNS SSL/TLS and HTTP(S) protocols
• General understanding of HTTP reverse proxying caching and load balancing
• Experience using Linux and associated command line tools including curl dig traceroute openssl git etc.
• Experience writing scripts in Bash Python JavaScript or other scripting languages
• Experience installing and configuring web servers like Apache Nginx and/or IIS

Preferred Skills and Experience

• Prior experience with the Cloudflare platform especially for personal projects/websites
• Experience troubleshooting network connectivity issues BGP routing and GRE tunnels
• Experience configuring network or application firewalls
• Degrees or certifications in Computer Science Information Technology and related fields
• Fluency in Mandarin Spanish and/or Portuguese

What Makes Cloudflare Special

Were not just a highly ambitious large-scale technology company. Were a highly ambitious large-scale 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 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 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 privacy-centric public DNS resolver. This is available publicly for everyone to use - it is the first consumer-focused 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 e-mail at or via mail at 101 Townsend St. San Francisco CA 94107.