Technical Support Engineer

Cloudflare, Inc.
United States, California, San Francisco
101 Townsend Street (Show on map)
Nov 09, 2024
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. We realize people do not fit into neat boxes. We are looking for curious and empathetic individuals who are committed to developing themselves and learning new skills, and we are ready to help you do that. We cannot complete our mission without building a diverse and inclusive team. We hire the best people based on an evaluation of their potential and support them throughout their time at Cloudflare. Come join us! Job Locations: Remote, Mexico City, MX To the attention of candidates (Mexico City): This role requires full time work over the Weekends. Candidates should be comfortable working with a "Sun-Thursday" or "Tues-Sat" 5-day working week schedule. Candidates MUST have right-to-work in Mexico. Visa sponsorship is NOT provided for this position. About the Department The Customer Support Team solves complicated problems and answers technical inquiries 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, our team is 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 - to help build a better service and future product development. What You'll do Do you love solving complex technical problems and interacting with people? Are you passionate about helping customers and are a standout colleague? Cloudflare is seeking a Technical Customer Support Engineer to join our team. You will work directly with our customers and cross-functionally to solve a variety of technical issues. This is a position where you will learn the inner workings of Cloudflare's products and gain a deeper understanding of internet technologies. Skills, Knowledge, And Experience Experience: 2+ years of experience in a Technical Support role, Web Developer Support, or a similar position, with a proven track record of resolving diverse technical issues. Community Engagement: Active participation in web development communities, with a demonstrated commitment to staying current with industry trends and sharing knowledge with peers. Internet Fundamentals: Fundamental understanding of how the Internet works (OSI Model), with knowledge of Cloudflare's products that impact Layers 3, 4, and 7. Technical Proficiency: Skilled in analyzing and troubleshooting DNS, SSL/TLS, HTTP, and optimizing website performance. Tooling Expertise: Proficient in command line interfaces and experienced with tools such as browser developer tools, cURL, Git/Wrangler/npm, Postman, TCPDump/Wireshark, SSH, OpenSSL, and similar utilities. Video Technology: Experienced with video encoding and streaming solutions, understanding the associated technical challenges. Scripting Skills: Competent in writing scripts in Bash, Python, JavaScript, or other scripting languages. Customer-Centric Communication: Comfortable communicating through various support channels, with a strong commitment to putting the customer first in every interaction. Bonus: You have a site actively using our platform You are familiar with any of the following Cloudflare products: Cloudflare Workers, Stream, Pages, R2 Availability And Schedule Requirements Flexibility to work varying work schedules including; Pacific time, holidays, weekends, more than 5 days in a row, or additional hours Ability to work on-site as needed out of one of our US based offices 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. Project Galileo: We equip politically and artistically important organizations and journalists with powerful tools to defend themselves against attacks that would otherwise censor their work, technology already used by Cloudflare's enterprise customers--at no cost. Athenian Project: We created Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free, so that their constituents have access to election information and voter registration. 1.1.1.1: We released 1.1.1.1 to help fix the foundation of the Internet by building a faster, more secure and privacy-centric public DNS resolver. This is available publicly for everyone to use - it is the first consumer-focused service Cloudflare has ever released. Here's the deal - we don't store client IP addresses never, ever. We will continue to abide by our privacy commitment and ensure that no user data is sold to advertisers or used to target consumers. Sound like something you'd like to be a part of? We'd love to hear from you! This position may require access to information protected under U.S. export control laws, including the U.S. Export Administration Regulations. Please note that any offer of employment may be conditioned on your authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license. 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 hr@cloudflare.com or via mail at 101 Townsend St. San Francisco, CA 94107.