Technical Support Engineer

Job Locations: Hybrid - Austin (must be able to work Sunday-Thursday)
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 technical problems and interacting with people? Are you passionate about helping customers and are a standout colleague? Cloudflare is seeking a Technical Customer Support Engineer to join our team. You will work directly with our customers and cross-functionally to solve a variety of technical issues. This is a position where you will learn the inner workings of Cloudflare's products and gain a deeper understanding of internet technologies.
Skills, Knowledge, And Experience

• Experience: 2+ years of experience in a Technical Support role, Web Developer Support, or a similar position, with a proven track record of resolving diverse technical issues.
• Community Engagement: Active participation in web development communities, with a demonstrated commitment to staying current with industry trends and sharing knowledge with peers.
• Internet Fundamentals: Fundamental understanding of how the Internet works (OSI Model), with knowledge of Cloudflare's products that impact Layers 3, 4, and 7.
• Technical Proficiency: Skilled in analyzing and troubleshooting DNS, SSL/TLS, HTTP, and optimizing website performance.
• Tooling Expertise: Proficient in command line interfaces and experienced with tools such as browser developer tools, cURL, Git/Wrangler/npm, Postman, TCPDump/Wireshark, SSH, OpenSSL, and similar utilities.
• Video Technology: Experienced with video encoding and streaming solutions, understanding the associated technical challenges.
• Scripting Skills: Competent in writing scripts in Bash, Python, JavaScript, or other scripting languages.
• Customer-Centric Communication: Comfortable communicating through various support channels, with a strong commitment to putting the customer first in every interaction.

Bonus:

• You have a site actively using our platform
• You are familiar with any of the following Cloudflare products: Cloudflare Workers, Stream, Pages, R2

Availability And Schedule Requirements

• Flexibility to work varying work schedules including; Pacific time, holidays, weekends, more than 5 days in a row, or additional hours
• Ability to work on-site as needed out of one of our US based offices

Compensation
Compensation may be adjusted depending on work location.
Equity
This role is eligible to participate in Cloudflare's equity plan.
Benefits
Cloudflare offers a complete package of benefits and programs to support you and your family. Our benefits programs can help you pay health care expenses, support caregiving, build capital for the future and make life a little easier and fun! The below is a description of our benefits for employees in the United States, and benefits may vary for employees based outside the U.S.
Health & Welfare Benefits

• Medical/Rx Insurance
• Dental Insurance
• Vision Insurance
• Flexible Spending Accounts
• Commuter Spending Accounts
• Fertility & Family Forming Benefits
• On-demand mental health support and Employee Assistance Program
• Global Travel Medical Insurance

Financial Benefits

• Short and Long Term Disability Insurance
• Life & Accident Insurance
• 401(k) Retirement Savings Plan
• Employee Stock Participation Plan

Time Off

• Flexible paid time off covering vacation and sick leave
• Leave programs, including parental, pregnancy health, medical, and bereavement leave