Premium Technical Support Engineer
2 weeks ago
Overview Premium Technical Support Engineer role at Cloudflare. Join a global team dedicated to building a better Internet by protecting and accelerating any Internet application online. Location Available Locations: Singapore, Kuala Lumpur, Malaysia, or Sydney, Australia Responsibilities Serve as a trusted technical advisor, providing advanced support for enterprise customers using Cloudflare’s suite of products. Engage with customers through email, phone, and chat, delivering clear, concise, and empathetic communication to effectively address their technical needs. Create and maintain knowledge base articles, technical guides, and troubleshooting documentation for internal and customer use. Partner with Cloudflare’s Product, Engineering, and Security teams to escalate and resolve advanced customer issues. Provide feedback based on customer interactions to drive product improvements and ensure alignment with user needs. Assist customers in identifying and responding to security incidents, leveraging Cloudflare’s threat intelligence and security tools. Work in rotational shifts, including evenings, weekends, and public holidays to support a global customer base. Qualifications Minimum of 4 years experience supporting networking or web security products. Exceptional troubleshooting and problem‑solving skills, simplifying complex concepts for customers. Strong customer service orientation and fluent written and verbal communication in English. Self‑starter capable of learning new technologies, tools, and features with little guidance. Solid grasp of command‑line tools (dig, traceroute, curl, tcpdump) and scripting in Bash, Python, JavaScript, or other languages. Experience installing and configuring web servers such as Apache, Nginx, and IIS. Proficiency in networking fundamentals, including DNS, VPNs, firewalls, and traffic routing. Experience supporting cloud platforms (AWS, Azure, GCP) and SaaS application integrations. Familiarity with Cloudflare’s product suite and active use of its platform. Experience with 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 CISSP, CCSP, GCIA, GCIH, GCFA or equivalent. Bonus Points Experience in a shift‑based or global support environment. Familiarity with SLA/KPI metrics and real‑time queue management. Prior exposure to ITIL or similar incident management frameworks. 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 race, color, religion, sex, 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. Cloudflare is an AA/Veterans/Disabled Employer. Cloudflare provides reasonable accommodations to qualified individuals with disabilities. If you require a reasonable accommodation to apply for a job, please contact us via email at #J-18808-Ljbffr
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