Technical Support Engineer, Application Services

About the role

Cloudflare is hiring an experienced Technical Support Engineer for Application Services/Performance to join its Customer Support team. The team answers technical questions and solves complicated problems by phone, email, chat and social media, and acts as the real-time voice of the customer. The role works with the company's largest and most technically sophisticated customers to help them deploy and run Cloudflare's App Services solutions.

Key responsibilities

• Serve as a trusted technical advisor for Enterprise customers, responding to and resolving inquiries and incidents related to Application Services/Performance.
• Diagnose, troubleshoot and resolve complex issues involving DNS, HTTP errors, IAM, load balancing, caching, CORS, SSL/TLS, network and other App Services configurations.
• Work with Engineering and Operations teams to remediate issues and apply mitigations where applicable.
• Create and maintain knowledge base articles, technical guides and troubleshooting documentation.
• Work with Engineering and Product teams to improve products and tools.

Required profile

• Minimum 4 years' experience as a Technical Support Engineer supporting globally distributed reverse-proxy CDN platforms, with hands-on expertise in content caching, performance optimization, traffic routing and edge delivery.
• Bachelor's degree in Computer Science, Cybersecurity or a related field (or equivalent experience).
• Experience in a shift-based or global support environment and familiarity with SLA/KPI metrics and real-time queue management are bonus points.

Required skills

• Strong understanding of L4/L7 protocols including TCP/UDP, DNS, HTTP/S, IAM, load balancing, caching, CORS, SSL/TLS and Anycast.
• Experience with diagnostic and monitoring platforms such as DNS lookup tools, ping and traceroute testers, SSL analyzers and synthetic or real-user monitoring services.
• Investigative observability tools such as Kibana, Grafana, Zabbix, Sentry and log-tailing utilities.
• Command-line tools: curl, dig, traceroute, openssl, git.
• Web server installation and configuration (Apache, Nginx, Caddy, IIS) and scripting in Bash, Python, JavaScript or another language.
• Database experience with PostgreSQL, MySQL, MS SQL and others.