Technical Support Engineer - Application Services

Available Locations: Kuala Lumpur, Malaysia or Singapore
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 for Application Services/Performance 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 App Services solutions with confidence.

• Serve as a trusted technical advisor for our Enterprise customers, responding to and resolving inquiries and incidents related to Application Services/Performance, while delivering timely, high-quality and personalized assistance.
• Work directly with customers to diagnose, troubleshoot and resolve complex technical issues involving DNS, HTTP Errors, IAM, Load Balancing, Caching, CORS, SSL/TLS, Network, and other Application Services/Performance related configurations.
• Work with Engineering and Operations teams to remediate issues, suggest steps to mitigate, and apply the appropriate mitigation, when applicable.
• Create and maintain knowledge base articles, technical guides, and troubleshooting documentation for internal and customer use.
• 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.
• Work with Engineering and Product teams to improve products and tools.

What We're Looking For

• You must have a minimum of 4 years' experience working as a Technical Support Engineer supporting globally distributed reverse-proxy CDN platforms, with hands-on expertise in content caching, performance optimization, traffic routing, and edge delivery services similar to Cloudflare's core network offerings.
• 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, fluent in English and preferably a second language like Mandarin, Hindi, Tamil, Korean or Japanese.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.
• Strong understanding of L4/L7 protocols and concepts including, TCP/UDP, DNS, HTTP/S, IAM, Load Balancing, Caching, CORS, SSL/TLS, Network with a particular focus on Anycast concepts.
• Have experience using online diagnostic and monitoring platforms - including DNS lookup tools, global ping and traceroute testers, SSL/TLS configuration analyzers, and synthetic transaction or real-user monitoring services - to troubleshoot DNS resolution, network latency, certificate issues, and global service availability problems.
• Have experience using investigative observability tools such as Kibana, Grafana, Zabbix, Sentry, and live log-tailing utilities to analyze logs, trace issues, and pinpoint root causes of performance or reliability problems.
• Confident with command line and tools, including curl, dig, traceroute, openssl, git.
• Experience in a web development and / or hosting environment such as installing and configuring web servers like Apache, Nginx, Caddy and IIS.
• You are competent writing scripts in Bash, Python, JavaScript or other scripting language.
• You have worked with PostgreSQL, MySQL, MS SQL, and other database servers.
• Bachelor's degree in Computer Science, Cybersecurity, or a related field (or equivalent experience).