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Cloudflare is seeking a motivated and detail-oriented individual to join our team as a Technical Support Engineer. This role is ideal for someone who enjoys solving complex technical problems and providing exceptional customer service.

About the role

As a Technical Support Engineer at Cloudflare, you will be the first point of contact for our customers, helping them troubleshoot and resolve issues related to our global network and services. You will work closely with our engineering teams to identify and escalate product bugs and improvements, ensuring our customers have the best possible experience.

Responsibilities

• Provide timely and accurate technical support to customers via email, chat, and phone.
• Troubleshoot and resolve customer issues related to DNS, CDN, DDoS protection, SSL/TLS, and other Cloudflare services.
• Collaborate with engineering teams to identify, reproduce, and escalate product bugs and feature requests.
• Create and maintain internal and external documentation, including knowledge base articles and troubleshooting guides.
• Assist customers with onboarding, configuration, and optimization of Cloudflare services.
• Participate in on-call rotations to provide 24/7 support coverage.
• Contribute to the continuous improvement of our support processes and tools.

Requirements

• Strong understanding of internet technologies, including DNS, HTTP/HTTPS, SSL/TLS, and networking concepts (TCP/IP, routing, firewalls).
• Familiarity with Linux/Unix command line and basic scripting (e.g., Bash, Python).
• Experience with web servers (e.g., Apache, Nginx) and content management systems (e.g., WordPress, Magento).
• Excellent problem-solving skills and ability to think critically under pressure.
• Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical audiences.
• Customer-focused mindset with a passion for delivering exceptional service.
• Ability to work independently and as part of a distributed team.

Qualifications

• 1+ years of experience in a technical support, customer service, or IT role.
• Experience with Cloudflare or similar CDN/DNS services is a plus.
• Familiarity with web development technologies (e.g., HTML, JavaScript, PHP) is a plus.
• Experience with ticketing systems (e.g., Zendesk, Jira) and remote support tools.

Benefits

• Competitive salary and equity.
• Comprehensive health, dental, and vision insurance.
• 401(k) retirement plan with company matching.
• Flexible paid time off and company holidays.
• Remote-friendly work environment with home office stipend.
• Professional development opportunities, including training and conferences.
• Collaborative and inclusive company culture.

Schedule

• Full-time role with flexible hours.
• On-call rotation required (compensated).