Cloudflare

Escalation Engineer, CDN/Developer Platform

Cloudflare

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Job Level

Mid-LevelSenior

Tech Stack

CloudDNSDockerGrafanaJavaScriptKubernetesLinuxPHPPrometheusPythonSQLWordPress

About the role

  • Perform deep, technical troubleshooting for complex, escalated issues.
  • Own the customer escalation process and work with Product and Engineering teams to identify product bugs, network problems, and platform issues.
  • Foster close relationships with SRE, Network, Engineering and Product teams; act as escalation point, isolate/replicate problems, and gather technical information/expectations.
  • Serve as subject matter expert in supporting Application Performance and Developer Platform products such as Cache, Images, Cloudflare Pages, R2, D1, Rules, Speed, Stream, Workers.
  • Collaborate closely with engineering and product teams to escalate issues, provide root cause analysis, and contribute to product improvements.
  • Create and maintain detailed knowledge base articles, troubleshooting guides, and technical documentation.
  • Provide coverage (shift rotation including possibility of weekends and Pacific Time hours) for technical troubleshooting of escalated issues.
  • Triage customer escalation issues to find the quickest most efficient path of resolution.
  • Work cross-functionally with various teams across the company from engineering to sales.

Requirements

  • Minimum of 3 years’ hands-on experience supporting or engineering Application/Developer focused products.
  • Web Technologies: In-depth understanding of HTTP/S, RESTful APIs, and common web frameworks.
  • Front-end Performance: Knowledge of browser rendering, DOM manipulation, and optimization techniques for client-side applications.
  • Back-end Performance: Familiarity with server-side architecture, database interactions, and API performance tuning.
  • Developer Tools: Proficiency with tools like Chrome DevTools, curl, and IDE debuggers for diagnosing application issues.
  • Cloud Platforms: Understanding of cloud-native architectures, containerization (Docker, Kubernetes), and serverless functions.
  • Observability: Experience with monitoring, logging, and tracing tools (e.g. Sentry, Prometheus, Grafana, ELK stack, Jaeger) for application health and performance.
  • Security Principles: Awareness of common application vulnerabilities (OWASP Top 10), secure coding practices, and API security.
  • Developer Experience: Appreciation for developer workflows, SDKs, and API documentation.
  • Performance Optimization: Knowledge of caching strategies, CDN concepts, and load balancing.
  • Proficiency in application troubleshooting using profiling and tracing tools (e.g., Dynatrace, New Relic, OpenTelemetry).
  • Excellent verbal and written communication skills, with the ability to convey technical information clearly to both technical and non-technical audiences.
  • Demonstrated ability to manage multiple priorities and projects effectively in a fast-paced environment.
  • Extensive technical support experience.
  • Expertise in troubleshooting application protocols (L7 - DNS, HTTP, etc).
  • Expertise in troubleshooting network infrastructure (L3/L4).
  • Expert with Linux command line tools (curl, dig, git, traceroute, mtr).
  • Expert at analyzing data using tools like grafana, kibana, and SQL.
  • Able to clarify complex technical issues and coordinate efforts to resolve.
  • Able to identify and share/suggest process improvements.
  • Demonstrated leadership, prior mentoring experience.
  • Self-motivated, self-directed, strong relationship building, can positively influence the actions of others, team player.
  • Comfortable handling inbound and outbound customer calls.
  • Bonus: Familiarity with Cloudflare platform and active usage.
  • Bonus: Experience with regular expressions.
  • Bonus: Knowledge of web programming (HTML, Javascript, PHP) and scripting (bash, Python).
  • Bonus: Experience managing/configuring non-HTTP applications (email, DNS, FTP, SSH, etc.)