Customer Solutions Engineer

Official Title - Center of Excellence Engineer

Available Locations: Bengaluru, India

About the Role:-

As a Center of Excellence Engineer (Customer Solutions Engineer), you will provide technical guidance to Cloudflare customers. Working within the GTM organization and reporting to a Center of Excellence Leader, the Center of Excellence Engineer (CEE) helps Cloudflare customers and internal teams through structured onboarding, technical guidance, adoption support, and scalable enablement. You will guide customers as they move from provisioned accounts to a live, value-generating deployment. You are a Cloudflare product expert and will leverage your knowledge to ensure our customers understand and utilize the Cloudflare platform to its fullest extent. This is a customer-facing technical role focused on post-sale onboarding, technical advisory, 1:1 technical engagements and 1:many technical events. You will be collaborating with CEs, AEs, Support and other internal teams to ensure no customer falls through the cracks.

Key Responsibilities:

• Customer Onboarding and Deployment Readiness: Own the end-to-end technical onboarding experience for assigned customers post-provision. Lead structured onboarding calls, guide customers to configure initial Cloudflare settings (e.g., DNS records, SSL/TLS modes, WAF rules, Zero Trust policies), and validate that traffic is behaving as expected before the customer is declared live. Guide customers through onboarding and implementation runbooks and identify when an engagement requires escalation to the appropriate Cloudflare team. Troubleshoot common onboarding issues including DNS resolution failures, SSL/TLS certificate errors, caching misconfigurations, and authentication failures.
• Cloudflare Configuration Guidance: Guide customers through Cloudflare configuration steps for applicable platform capabilities, including DNS, SSL/TLS, CDN, Application Security, Zero Trust/SASE, Network Services, and other Cloudflare products as assigned. Help customers understand configuration options, operational best practices, and standard deployment patterns.
• Customer Technical Guidance and Enablement: Deliver standardized customer guidance sessions, technical walkthroughs, workshops, bootcamps, 1:1 technical engagements and 1:many technical sessions covering Cloudflare product specific best practices, migration procedures, and post-deployment administration. Explain technical concepts clearly to both technical and non-technical customer stakeholders.
• Documentation and Engagement Hygiene: Produce and maintain clear technical and operational artifacts, including call summaries, action item trackers, onboarding plans, runbooks, and handoff materials. Keep relevant internal systems updated after customer touchpoints and maintain high-quality documentation for continuity across teams.
• Cross-Functional Coordination and Escalation Management: Coordinate with Cloudflare Customer Engineering, Support, Product, Engineering, Account, and other internal teams to route complex technical issues, document blockers, support escalations, and maintain continuity of customer outcomes.
• Operational Improvement and Knowledge Sharing: Contribute to reusable templates, procedures, technical guides, internal knowledge articles, automation scripts, AI-assisted workflows, and process improvements that improve the quality, consistency, and efficiency of customer onboarding and customer engineering activities.
• Technical Breadth and Continuous Development: Build and maintain working knowledge across Cloudflare product foundations, including Application Security, CDN, Zero Trust/SASE, and Network Services, at a depth appropriate to onboarding, adoption, troubleshooting, and technical advisory scenarios. Stay current on Cloudflare product releases, internal process updates, and relevant certifications. Be familiar with and leverage AI technology available to you to create new and innovative tools to support your work.

Minimum Qualifications:

• 5-12 years of experience in a customer-facing technical role such as Customer Engineer, Technical Support, Implementation Engineer, Onboarding Engineer, Sales/Systems Engineer, Technical Account Manager, or NOC/SOC analyst or equivalent hands-on technical experience managing customer deployments.

• Cloudflare product foundations: working knowledge of Application Security, CDN, Zero Trust/SASE, and Network Services.

• Networking fundamentals: understanding of DNS, TLS/SSL, HTTP/HTTPS, CIDR, NAT, and BGP.

• Web security basics: familiarity with OWASP, WAF rules, OAuth, SAML, MFA, and Zero Trust principles.

• Configuration and integration: hands-on experience with the Cloudflare Dashboard, and comfort with Terraform, API-based configurations, or identity providers such as Okta, Azure AD, and SAML/OIDC integrations.

• Observability: ability to read and interpret Security Events, Logs, cURL outputs, and HAR files; awareness of common causes of 5xx/4xx errors post-onboarding.

• Scripting and APIs: ability to read and debug REST API calls; basic proficiency with Python and Bash.

Working Style:

• Customer empathy: explains technical concepts without jargon; calms frustrated customers.

• Structured communication: clear agendas, concise summaries, documented next steps.

• Bias for action: progresses onboarding rather than waiting; knows when to escalate appropriately.

• Curiosity: digs into why something works and learns unfamiliar Cloudflare products quickly.

• Resilience: handles ambiguity, incomplete requirements, and changing priorities.

• Coachability: accepts feedback and improves from every onboarding engagement.

• Time management: juggles a portfolio of onboarding customers and meets committed timelines.

Communication:

Strong written and verbal communication skills. Able to document clearly, summarize concisely, and interact professionally with both technical and non-technical customer contacts. Regulatory and Security Awareness (Nice-to-Haves): Familiarity with compliance frameworks such as PCI DSS, HIPAA, SOC 2, or ISO 27001 is a plus.

Strongly Preferred Qualifications (The Good-to-Haves):

• Cloudflare Certifications: Existing Cloudflare certifications (e.g., Cloudflare Fundamentals, Cloudflare for Teams, or Cloudflare for Developers).

• Prior Cloudflare Experience: Direct experience onboarding or administering Cloudflare in a production environment.

• Automation Mindset: Familiarity with Infrastructure-as-Code (Terraform, Pulumi) or CI/CD pipelines for configuration management.

• AI-Augmented Workflow: Comfort using AI assistants, LLM-based tools, or scripting to accelerate routine onboarding tasks, log analysis, or documentation.

• Fluency in English is required.