Premium Technical Support Engineer

Overview Technical Support Engineer - Zero Trust at Cloudflare Cloudflare is on a mission to help build a better Internet. Cloudflare runs one of the world's largest networks that powers millions of websites and Internet properties. Cloudflare protects and accelerates Internet applications without adding hardware or changing code, with traffic routed through its intelligent global network. Available Locations: Singapore, Kuala Lumpur (Malaysia), Sydney (Australia), or Tokyo (Japan). About The Team The Cloudflare Customer Support Team solves complicated problems and answers technical questions via phone, email, chat and social media. We act as the real-time voice of the customer to help communicate needs and use cases back to the company for better service and product development. What You'll Do You will join our team as an experienced Technical Support Engineer for Zero Trust to work with our largest and most technically sophisticated customers on a variety of technical support issues to ensure they can deploy and operate Cloudflare's Zero Trust solutions with confidence. Serve as a trusted technical advisor, providing advanced support for enterprise customers using Cloudflare's Zero Trust platform, including products like Access, Gateway, and Teams. Troubleshoot and resolve complex technical issues related to identity, device security, and secure application access. Work with customers to diagnose and remediate configuration and integration challenges with authentication protocols (e.g., SSO, SAML, OIDC) and network security settings. Create and maintain knowledge base articles, technical guides, and troubleshooting documentation for internal and customer use. Partner with Product, Engineering, and Security teams to escalate and resolve advanced customer issues. Provide feedback based on customer interactions to drive product improvements and alignment with user needs. Assist customers in identifying and responding to security incidents, leveraging Cloudflare's threat intelligence and security tools. What We're Looking For Minimum of 4 years experience as a Support Engineer / Sr. Support Engineer supporting networking or web security products. Exceptional troubleshooting and problem-solving skills with the ability to simplify complex concepts for customers. Strong customer service orientation and communication skills, fluent in English and ideally a second language (Mandarin, Hindi, Tamil, Korean, or Japanese). Ability to work independently and collaboratively in a fast-paced, dynamic environment. Experience supporting and troubleshooting multi-factor authentication mechanisms (e.g., TOTP, SMS, FIDO, U2F, WebAuth, Email, Push MFA). Hands-on experience with identity and access management (IAM) systems, such as Okta, Ping Identity, or Azure Active Directory. Strong knowledge of authentication protocols (SAML, OIDC, LDAP) and secure web gateway technologies. Proficiency in networking fundamentals (DNS, VPNs, firewalls, traffic routing). Experience supporting cloud platforms (AWS, Azure, GCP) and SaaS application integrations. Experience with relational databases (e.g., PostgreSQL, MySQL, MS SQL) or other database servers. Bachelor's degree in Computer Science, Cybersecurity, or related field (or equivalent experience). Relevant certifications such as Cloudflare Certified Zero Trust Specialist, CISSP, or CCSP. What Makes Cloudflare Special We're a highly ambitious, large-scale technology company with a soul. Our mission includes protecting the free and open Internet. Projects and initiatives include Project Galileo, the Athenian Project, and the 1.1.1.1 DNS resolver, all aimed at improving security, privacy, and access to information. Part of Cloudflare's commitment to equal opportunity, we are an AA/Veterans/Disabled Employer. We provide reasonable accommodations to qualified individuals with disabilities. If you require accommodations to apply, please contact us at or via mail at 101 Townsend St. San Francisco, CA 94107. Employment details Seniority level: Associate Employment type: Full-time Job function: Customer Service Industries: IT Services and IT Consulting, Technology, Information and Internet, and Computer and Network Security Referrals increase your chances of interviewing at Cloudflare. We're unlocking community knowledge in a new way, with insights added by experts and AI assistance. We are an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, color, religion, sex, gender identity, national origin, age, disability, or any other basis protected by law. Reasonable accommodations are available on request. #J-18808-Ljbffr