Technical Support Engineer, Application Performance

Available Locations: Hybrid - Austin, TX

Schedule: This is a full-time, Tuesday-Saturday role requiring a firm start time of 11:00 AM Central Time to align with our global operations. This role requires you to be able to come into our Austin office twice a week.

About the Department

The Customer Support Team is dedicated to resolving complex issues and providing technical assistance across various channels, including phone, email, chat, and social media. Our team passionately advocates for all customers, from individual Wordpress bloggers to Fortune 500 customers handling millions of clients daily. By actively listening to real-world pain points and use cases, we serve as the vital link between our customers and the rest of Cloudflare and play a key role in building a better Internet every day!

What You’ll do

As a Technical Support Engineer at Cloudflare, you’ll work directly with customers and cross-functional teams to tackle a variety of technical challenges. You’ll gain hands-on experience with our products, learn the inner workings of Cloudflare’s offerings, and deepen your understanding of internet technologies. This role also provides opportunities to develop valuable technical and professional skills, as well as job shadowing experiences to explore different roles within the company. Join us to enhance your skill set while making a real impact!

Responsibilities

• Fulfill support requests by communicating with Cloudflare customers via chat, email, and phone
• Collaborate with senior engineers to analyze and troubleshoot customer issues
• Track support requests using our ticketing system
• Participate in team meetings to discuss and share feedback
• Help define and update AI skills and conversational journeys to ensure up-to-date knowledge is available in automated workflows, as well as updating other internal- and public-facing documentation as needed.
• Provide feedback on our product and potential improvements based on customer interactions
• Support the team in testing new releases and reporting bugs
• Perform other duties/projects as assigned

Desirable Skills, Knowledge, and Experience:

• 3-5 years of experience working in a technical Customer Support role, preferably as part of a team working with large enterprise customers
• Self-driven and comfortable learning new technologies and systems on an ongoing basis
• Excellent written and verbal communication skills
• Strong understanding of how the Internet works at OSI Model layers 3, 4, and 7
• Strong understanding of DNS, SSL/TLS, and HTTP(S) protocols
• General understanding of HTTP reverse proxying, caching, and load balancing
• Experience using Linux and associated command line tools, including curl, dig, traceroute, openssl, git, etc.
• Experience writing scripts in Bash, Python, JavaScript, or other scripting languages
• Experience installing and configuring web servers like Apache, Nginx, and/or IIS

Bonus Points

• Prior experience with the Cloudflare platform, especially for personal projects/websites
• Experience troubleshooting network connectivity issues, BGP routing, and GRE tunnels
• Experience configuring network or application firewalls
• Degrees or certifications in Computer Science, Information Technology, and related fields
• Fluency in Mandarin, Spanish, and/or Portuguese