Expert Network Security Specialist

We are looking for skilled technical support specialists to join our team. These individuals will be responsible for providing expert assistance to customers via phone, email, chat, and social media. The role requires a deep understanding of networking and web security concepts, as well as the ability to troubleshoot complex issues.

• Serve as a trusted advisor for premium customers, responding to and resolving inquiries and incidents related to CDN services.
• Work directly with customers to diagnose, troubleshoot and resolve complex technical issues involving DDoS mitigation, firewall rules, SSL/TLS, network confirmation, and other security configurations.
• Collaborate with engineering and operations teams to mitigate attacks, suggest steps to mitigate, and apply the appropriate mitigation when applicable.
• Create and maintain knowledge base articles, technical guides, and troubleshooting documentation for internal and customer use.
• Develop expertise in DDoS mitigation for OSI layers 3, 4, and 7, advising customers on how to filter malicious traffic using Cloudflare tools like Magic Transit, Network Firewall, WAF, IP reputation lists, packet inspection, blocklisting, allowlisting, and rate limiting.
• Contribute to product and tool improvements by working closely with engineering and product teams.

• Minimum of 4 years experience working as a Technical Support Engineer/Sr. Support Engineer supporting networking or web security products.
• Exceptional problem-solving skills, with the ability to simplify complex concepts for customers.
• Strong customer service orientation and communication skills, both written and verbal, fluent in English and preferably a second language like Mandarin, Hindi, Tamil, Korean or Japanese.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.
• Deep understanding of network protocols, including TCP/IP, DNS, HTTP/S, and BGP, with a particular focus on anycast routing concepts and implementation, as well as tools such as iptables and looking glass.
• Proven experience troubleshooting network connectivity issues, BGP routing, and GRE tunnels, and performing packet capture analysis.
• Proficient with command line and tools, including curl, dig, traceroute, openssl, git.
• Experience in a web development and/or hosting environment such as installing and configuring web servers like Apache, Nginx, Caddy, and IIS.
• Working knowledge of PostgreSQL, MySQL, MS SQL, and other database servers.
• Bachelor's degree in Computer Science, Cybersecurity, or a related field (or equivalent experience).
• Relevant certifications such as CISSP, GCIA GCIH, GCFA, GCFE, or equivalent.

We're a highly ambitious, large-scale technology company with a soul. Fundamental to our mission is protecting the free and open Internet. We've equipped more than 2,400 journalism and civil society organizations in 111 countries with powerful tools to defend themselves against attacks that would otherwise censor their work.

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, we've provided services to more than 425 local government election websites in 33 states.

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 we've ever released.

We're proud to be an equal opportunity employer. We're 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 person's, 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 provide reasonable accommodations to qualified individuals with disabilities. If you require a reasonable accommodation to apply for a job, please contact us via mail at 101 Townsend St. San Francisco, CA 94107.