Technical Support Engineer, Zero Trust

About the role

Cloudflare is hiring an experienced Technical Support Engineer for Zero Trust to join its Customer Support team, which serves customers by phone, email, chat and social media. The role works with the company's largest and most technically sophisticated customers to help them deploy and run Cloudflare's Zero Trust solutions, and is available in Singapore or Tokyo.

Key responsibilities

• Serve as a trusted technical advisor for enterprise customers using Zero Trust products such as Access, Gateway and Teams.
• Troubleshoot and resolve complex issues around identity, device security and secure application access.
• Work with customers to diagnose and fix configuration and integration challenges with authentication protocols (SSO, SAML, OIDC) and network security settings.
• Create and maintain knowledge base articles, technical guides and troubleshooting documentation.
• Partner with Product, Engineering and Security teams to escalate and resolve advanced issues.
• Give feedback from customer interactions to drive product improvements.
• Help customers identify and respond to security incidents using Cloudflare's threat intelligence and security tools.

Required profile

• Minimum 4 years of experience as a Support Engineer or Sr. Support Engineer for networking or web security products.
• Bachelor's degree in Computer Science, Cybersecurity or a related field, or equivalent experience.
• Experience supporting multi-factor mechanisms (TOTP, SMS, FIDO, U2F, WebAuth, push MFA).
• Relevant certifications such as Cloudflare Certified Zero Trust Specialist, CISSP or CCSP.

Required skills

• Hands-on experience with IAM systems such as Okta, Ping Identity or Azure Active Directory.
• Strong knowledge of SAML, OIDC, LDAP and secure web gateway technologies.
• Networking fundamentals: DNS, VPNs, firewalls and traffic routing.
• Experience with cloud platforms (AWS, Azure, GCP) and SaaS integrations.
• Database experience with PostgreSQL, MySQL, MS SQL or similar.