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Cloudflare

Technical Support Engineer

Posted 5 Hours Ago
Be an Early Applicant
Hybrid
4 Locations
Mid level
Hybrid
4 Locations
Mid level
As a Technical Support Engineer, you will provide advanced support for enterprise customers, assist with tech issues, and create documentation.
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Available Location: Sydney, Kuala Lumpur, Singapore, Tokyo
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 problems and interacting with people? Are you passionate about helping customers and are a standout colleague? Cloudflare is seeking a Technical Support Engineer to join our team. You will work with our customers on a variety of technical support issues as well as the Technical Operations team that is responsible for running our global distributed network. This is a position where you will learn the inner workings of Cloudflare's technology and gain a deeper understanding of internet technologies.
  • Serve as a trusted technical advisor, providing advanced support for enterprise customers using Cloudflare's suite of products.
  • 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, and you are fluent in English.
  • Fluency in Mandarin, Korean or Japanese is a strong plus.
  • 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
  • Ability and willingness to work occasional weekends, holidays, and after hours

Top Skills

Apache
Bash
Iis
JavaScript
Nginx
Python

Cloudflare Singapore Office

Cloudflare Singapore Office

182 Cecil St, #35-01 Frasers Tower, Singapore, 069547

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