Cloudflare

Premium Technical Support Engineer – CDN

Cloudflare

full-time

Posted on:

Location Type: Hybrid

Location: Sydney • 🇦🇺 Australia

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Job Level

Mid-LevelSenior

Tech Stack

ApacheCyber SecurityDNSJavaScriptMySQLNGINXPostgresPythonSQLTCP/IP

About the role

  • Serve as a trusted technical advisor for our Premium customers, responding to and resolving inquiries and incidents related to CDN services, while delivering timely, high-quality and personalized assistance.
  • Work directly with customers to diagnose, troubleshoot and resolve complex technical issues involving DDoS mitigation, firewall rules, SSL/TLS, network confirmation, and other security configurations.
  • Work with Engineering and Operations teams to mitigate attacks, 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.
  • Compare traffic signatures and attributes including IP addresses, cookie variations, HTTP headers, and JavaScript footprints to determine what is good traffic and what is malicious.
  • DDoS mitigation for OSI layers 3,4, & 7: advise customers on how to filter malicious traffic using Cloudflare tools like Magic Transit, Network Firewall, WAF, IP reputation lists, packet inspection, blocklisting, allowlisting, and rate limiting.
  • Work with Engineering and Product teams to improve products and tools.

Requirements

  • You have a minimum of 4 years experience working as a Technical 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, 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 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.
  • Proven experience troubleshooting network connectivity issues, BGP routing, and GRE tunnels, and performing packet capture analysis.
  • 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).
  • Relevant certifications such as CISSP, GCIA GCIH, GCFA, GCFE or equivalent.
Benefits
  • Flexible work arrangements

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
DDoS mitigationnetwork securitytroubleshootingnetwork protocolspacket capture analysisscriptingdatabase managementweb server configurationcommand line toolsanycast routing
Soft skills
problem-solvingcustomer service orientationcommunication skillsindependent workcollaborative worksimplifying complex conceptsadaptabilityattention to detailtime managementinterpersonal skills
Certifications
CISSPGCIAGCIHGCFAGCFE