Premium Technical Support Engineer

Premium Technical Support Engineer - CDN 3 days ago Be among the first 25 applicants About Us At Cloudflare, we are on a mission to help build a better Internet. Today the company runs one of the world’s largest networks that powers millions of websites and other Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by Cloudflare all have web traffic routed through its intelligent global network, which gets smarter with every request. As a result, they see significant improvement in performance and a decrease in spam and other attacks. Cloudflare was named to Entrepreneur Magazine’s Top Company Cultures list and ranked among the World’s Most Innovative Companies by Fast Company. Available Location Singapore, Sydney (Australia), or Kuala Lumpur (Malaysia)About The Team The Cloudflare Customer Support Team solves complicated problems and answers technical questions via phone, email, chat and social media. Whether it is a Wordpress blogger using our services for free or a global Enterprise business with petabytes of web traffic, we are always eager to assist. We are the eyes and ears of Cloudflare, acting as the real‐time voice of the customer to help communicate their needs and real‐world use cases back to the rest of the company—for better service and future product development. What You’ll Do Serve as a trusted technical advisor for our Premium customers, responding to and resolving inquiries and incidents related to CDN services, while delivering timely, high‐quality and personalized assistance. 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. Work 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. Compare traffic signatures and attributes including IP addresses, cookie variations, headers, and JavaScript footprints to determine what is good traffic and what is malicious. DDoS mitigation for OSI layers 3, 4, & 7: advise 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. Work with Engineering and Product teams to improve products and tools. What We’re Looking For You have a minimum of 4 years experience working as a Technical 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, 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. Strong understanding of network protocols, including TCP/IP, DNS, 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. Confident 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. You are competent writing scripts in Bash, Python, JavaScript or other scripting language. You have worked with 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. What Makes Cloudflare Special?We’re not just a highly ambitious, large‐scale technology company. We’re a highly ambitious, large‐scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet. Equal Opportunity Statement Cloudflare is proud to be an equal opportunity employer. We are 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 are an AA/Veterans/Disabled Employer. Cloudflare provides reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job. Examples of reasonable accommodations include, but are not limited to, changing the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. If you require a reasonable accommodation to apply for a job, please contact us via e‐mail at or via mail at 101 Townsend St. San Francisco, CA 94107. #J-18808-Ljbffr