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Technical Support Specialist

3 weeks ago

Singapore beBeeEscalation Full time $90,000 - $120,000
Cloudflare is looking for a highly skilled and motivated individual to join our team as an Escalation Engineer.

As an Escalation Engineer, you will play a key role in troubleshooting complex technical issues and resolving customer escalations in a timely and efficient manner.

You will be working closely with various teams across the company, including Engineering, Product, and Sales, to identify product bugs, network problems, and platform issues.

Your excellent communication skills, combined with your technical expertise, will enable you to clearly articulate technical information to both business and technical audiences.

This is a dynamic and challenging role that requires strong analytical skills, attention to detail, and the ability to manage multiple priorities and projects simultaneously.

In addition to your technical skills, you will have demonstrated leadership experience, with prior mentoring experience a plus.

If you are a self-motivated and self-directed individual who is passionate about delivering exceptional customer experiences, we would love to hear from you.


Responsibilities:
  • Provide coverage for technical troubleshooting of escalated issues
  • Triage Customer Escalation issues to find the quickest most efficient path of resolution
  • Work cross-functionally with various teams across the company from engineering to sales

Requirements:
  • Minimum 2 years of customer-facing technical experience, preferably technical support or system reliability engineering
  • Excellent verbal and written communication skills, ability to disseminate clear and appropriate information to both business and technical audiences
  • Able to manage multiple priorities, commitments, and projects
  • Core competencies (Desired skills, knowledge and experience)
  • Extensive technical support experience
  • Experience troubleshooting network infrastructure (L3/L4)
  • Expert with Linux command line tools (curl, dig, git, traceroute, mtr)
  • Expert at analyzing data using tools like grafana, kibana, and SQL
  • Able to clarify complex technical issues and coordinate efforts to resolve
  • Able to identify and share/suggest process improvements
  • Demonstrated leadership, prior mentoring experience
  • Self-motivated, self-directed, strong relationship building, can positively influence the actions of others, team player

Benefits:

We offer a competitive compensation package, opportunities for professional growth and development, and a collaborative work environment.

As a member of our team, you will be empowered to take ownership of your work, make meaningful contributions to our mission, and enjoy a healthy work-life balance.

Join us and become part of a talented and dedicated team that is passionate about delivering exceptional customer experiences and making a positive impact on the world.


Others:

Cloudflare is committed to diversity and inclusion. We welcome applications from qualified individuals of all backgrounds and perspectives.

Our goal is to create a workplace culture that values and respects the unique qualities and strengths that each individual brings to the table.

By joining our team, you will be part of a dynamic and inclusive community that is dedicated to driving innovation and excellence.