Technical Support Engineer (Application Performance)

Join Cloudflare as a Technical Support Engineer (Application Performance) in a full-time role from Tuesday to Saturday. You'll be part of a dedicated Customer Support Team that resolves complex issues and provides technical assistance across various channels. This role offers hands-on experience with Cloudflare's products, opportunities to develop valuable technical and professional skills, and the chance to make a real impact on the internet.

• Fulfilling support requests by communicating with Cloudflare customers via chat, email, and phone, and collaborating with senior engineers to analyze and troubleshoot customer issues.
• Tracking support requests using the ticketing system, participating in team meetings to discuss and share feedback, and helping define and update AI skills and conversational journeys.
• Providing feedback on our product and potential improvements based on customer interactions, supporting the team in testing new releases and reporting bugs.

• Experience installing and configuring web servers like Apache, Nginx, and/or IIS
• General understanding of HTTP reverse proxying, caching, and load balancing
• Self-driven and comfortable learning new technologies and systems on an ongoing basis
• Strong understanding of DNS, SSL/TLS, and HTTP(S) protocols
• Strong understanding of how the Internet works at OSI Model layers 3, 4, and 7
• Experience writing scripts in Bash, Python, JavaScript, or other scripting languages
• Excellent written and verbal communication skills
• Experience using Linux and associated command line tools, including curl, dig, traceroute, openssl, git, etc
• 3-5 years of experience working in a technical Customer Support role, preferably as part of a team working with large enterprise customers
• Prior experience with the Cloudflare platform, especially for personal projects/websites
• Experience troubleshooting network connectivity issues, BGP routing, and GRE tunnels
• Degrees or certifications in Computer Science, Information Technology, and related fields
• Experience configuring network or application firewalls
• Fluency in Mandarin, Spanish, and/or Portuguese