Technical Support Engineer, Zero Trust

Available Locations: Austin, Texas. You will be expected to work from our Austin office twice a week.

About the Department

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.

About the role

Do you love solving complex technical issues and interacting with people? Are you passionate about providing premium-level support to customers and are a standout colleague? Cloudflare is seeking an experienced Technical Support Engineer for Zero Trust to join our team. You will 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.

Responsibilities

• Serve as a trusted technical advisor, providing advanced support for enterprise customers using Cloudflare’s Zero Trust platform, including products like Access, Gateway, Cloudflare Tunnels, Cloudflare WAN and the Cloudflare One client (formerly known as Cloudflare WARP client).
• Troubleshoot and resolve complex technical issues related to identity, device security, and secure application access.
• Communicating and working directly with the customers via phone, video conference (ie Zoom, Google Meet), chat and tickets in Salesforce
• Work directly 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 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.

Desirable Skills, Knowledge, and Experience

• Availability to work the weekend shift (Saturday & Sunday)
• You have a minimum of 3 years experience working 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, both written and verbal.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.
• You have experience supporting and troubleshooting multi-factor mechanisms (TOTP, SMS, FIDO, U2F, WebAuth, EMAIL, Push MFA, etc).
• Hands-on experience with identity and access management (IdP, IAM, SCIM) systems, such as Okta, Microsoft Entra, Ping, etc. Strong knowledge of authentication protocols (SAML, OIDC)
• Proficiency in networking fundamentals, including DNS, VPNs, firewalls, and traffic routing.
• Experience supporting cloud platforms (AWS, Azure, GCP) and SaaS application integrations.
• You have worked with PostgreSQL, MySQL, MS SQL or other database servers.
• Bachelor’s degree in Computer Science, Information Systems, Cybersecurity, or a related field (or equivalent experience). This may also include specialized bootcamps.
• Relevant certifications such as Cloudflare Certified Zero Trust Specialist, CISSP, or CCSP.
• Experience with building projects on Cloudflare or using Cloudflare Products.