Premium Technical Support Engineer - Vietnamese Speaking

Available Locations: Sydney, Singapore, Tokyo, Kuala Lumpur
Language Requirements: Vietnamese - Native, English - Fluent
About the Team
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.
What You'll Do
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 to join our team. You will work with our broad customer base on a variety of technical support issues ranging from troubleshooting network performance and security concerns to providing guidance on product configurations and best practices.
This role is specifically to provide local language support to our Vietnamese customers and as such requires native language proficiency in that language. In addition, you can expect to be supporting global customers in English where needed and as such requires fluent English language skills.

• Serve as a trusted technical advisor for our Premium customers, responding to and resolving inquiries and incidents related to Cloudflare services, while delivering timely, high-quality and personalized assistance.
• Engage with customers through email, phone, and chat, providing clear, concise, and empathetic communication to effectively address their technical needs and ensure a positive support experience.
• 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.
• This role requires working in rotational shifts, including evenings, weekends, and public holidays, to support our global customer base.

What We're Looking For

• You have a minimum of 4 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 are a motivated self-starter who always looking to expand your skill sets, you take initiatives and capable of learning new technologies / systems / features with little guidance
• You have a solid grasp of problem solving with command line tools (dig/traceroute/curl/tcpdump)
• You have experience writing scripts in Bash, Python, JavaScript, or other scripting language
• You have experience installing and configuring web servers like Apache, Nginx, and IIS
• Proficiency in networking fundamentals, including DNS, VPNs, firewalls, and traffic routing.
• Experience supporting cloud platforms (AWS, Azure, GCP) and SaaS application integrations.
• Strong understanding of network protocols, including TCP/IP, DNS, HTTP/S, and BGP, with a particular focus on anycast routing concepts and implementation, as well as tools such as iptables and looking glass.
• You are familiar with Cloudflare and have a site actively using our platform
• You have worked with PostgreSQL, MySQL, MS SQL or other database servers.
• Bachelor's degree in Computer Science, Cybersecurity, or a related field (or equivalent experience).
• Relevant certifications such as CISSP, CCSP, GCIA, GCIH, GCFA or equivalent.
• Ability to speak native-level Vietnamese is required.

Bonus Points For

• Experience in a shift-based or global support environment.
• Familiarity with SLA/KPI metrics and real-time queue management.
• Prior exposure to ITIL or similar incident management frameworks.