The Escalation Engineer will troubleshoot complex issues, manage customer escalations, and work cross-functionally with engineering and product teams to resolve technical problems.
Available Location: Singapore, Sydney, Australia, or Tokyo, Japan
About the Department
The Cloudflare Customer Support Team solves complicated problems and answers technical inquiries via email, chat, phone, and social media. From Enterprise corporations with petabytes of web traffic to Wordpress bloggers using our platform for free, we are here to help. Being the eyes and ears of Cloudflare, we act 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.
What you'll do
The Cloudflare Escalation Engineer will perform deep, technical troubleshooting for complex, escalated issues. This role owns the customer escalation process and works with various Product and Engineering teams to identify product bugs, network problems, and platform issues. Escalation Engineers foster a close relationship with SRE, Network, Engineering and Product teams. They act as an escalation point, isolate/replicate problems, and gather technical information/expectation.
Responsibilities
About the Department
The Cloudflare Customer Support Team solves complicated problems and answers technical inquiries via email, chat, phone, and social media. From Enterprise corporations with petabytes of web traffic to Wordpress bloggers using our platform for free, we are here to help. Being the eyes and ears of Cloudflare, we act 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.
What you'll do
The Cloudflare Escalation Engineer will perform deep, technical troubleshooting for complex, escalated issues. This role owns the customer escalation process and works with various Product and Engineering teams to identify product bugs, network problems, and platform issues. Escalation Engineers foster a close relationship with SRE, Network, Engineering and Product teams. They act as an escalation point, isolate/replicate problems, and gather technical information/expectation.
Responsibilities
- Provide coverage (shift rotation including weekends) for technical troubleshooting of escalated issues
- Triage Customer Escalation issues to find the quickest most efficient path of resolution
- Work cross-functionally with various teams across the company from engineering to sales
- Minimum 2 years of customer-facing technical experience, preferably technical support or system reliability engineering
- Excellent verbal and written communication skills, ability to disseminate clear and appropriate information to both business and technical audiences
- Able to manage multiple priorities, commitments, and projects
- Extensive technical support experience
- Experience troubleshooting application protocols (L7 - DNS, HTTP, etc)
- Experience troubleshooting network infrastructure (L3/L4)
- Expert with Linux command line tools (curl, dig, git, traceroute, mtr)
- Expert at analyzing data using tools like grafana, kibana, and SQL
- Able to clarify complex technical issues and coordinate efforts to resolve
- Able to identify and share/suggest process improvements
- Demonstrated leadership, prior mentoring experience
- Self-motivated, self-directed, strong relationship building, can positively influence the actions of others, team player
- Comfortable handling inbound and outbound customer calls
- Experience with regular expressions
- Knowledge of web programming (HTML, Javascript, PHP) and scripting (bash, Python)
- Experience managing/configuring non-HTTP applications (email, DNS, FTP, SSH, etc.)
Top Skills
Bash
Curl
Dig
Git
Grafana
HTML
JavaScript
Kibana
Linux
Mtr
PHP
Python
SQL
Traceroute
Cloudflare Singapore Office
Cloudflare Singapore Office
182 Cecil St, #35-01 Frasers Tower, Singapore, 069547
Similar Jobs at Cloudflare
Cloud • Information Technology • Security • Software • Cybersecurity
The Technical Support Engineer assists customers with technical inquiries, troubleshooting issues, and learning Cloudflare's technology while communicating effectively with varied audiences.
Top Skills:
ApacheBashIisJavaScriptNginxPython
Cloud • Information Technology • Security • Software • Cybersecurity
The Recruiting Specialist will devise sourcing strategies, coordinate interviews, review applications, and partner with hiring managers to increase diversity in candidate sourcing.
Top Skills:
Boolean SearchingGreenhouseLinkedin Recruiter
Cloud • Information Technology • Security • Software • Cybersecurity
Manage the contract lifecycle for the sales team, ensuring compliance and efficiency while overseeing contract management processes and providing training to the sales organization.
Top Skills:
ClmCpqNetSuiteOracleSFDCStripe
What you need to know about the Singapore Tech Scene
The digital revolution has driven a constant demand for tech professionals across industries like software development, data analytics and cybersecurity. In Singapore, one of the largest cities in Southeast Asia, the demand for tech talent is so high that the government continues to invest millions into programs designed to develop a talent pipeline directly from universities while also scaling efforts in pre-employment training and mid-career upskilling to expand and elevate its workforce.
