Cloudflare

Escalation Engineer, CDN/Developer Platform

Cloudflare

full-time

Posted on:

Location Type: Hybrid

Location: Austin • Texas • United States

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Tech Stack

CloudDNSDockerGrafanaJavaScriptKubernetesLinuxPHPPrometheusPythonSQLWordPress

About the role

  • Investigate the most complex, high-impact customer issues escalated from front-line support (TSEs) and directly raised by customers.
  • Perform deep-dive debugging across the full technology stack application, database, infrastructure, APIs, and integrations.
  • Use logs, traces, diagnostics to identify the underlying cause.
  • Work with Engineering to validate defects, create reproducible scenarios, and confirm fixes.
  • Provide coverage (shift rotation including possibility of weekends and Pacific Time hours) for technical troubleshooting of escalated issues.
  • Manage escalation lifecycle from intake to closure, ensuring technical accuracy and timely communication.
  • Partner with Product and Engineering teams to drive bug fixes or workarounds.
  • Communicate status, risk, and resolution progress clearly to support leaders and customers (as appropriate).
  • Proactively swarm on critical or complex cases with Technical Support Engineers within their regional or skill-based Pod.
  • Provide real-time guidance and mentoring during troubleshooting.
  • Be an expert engineer in the team, help front-line engineers improve their technical depth and escalation readiness.
  • Document new findings, diagnostic steps, and resolutions in internal knowledge bases.
  • Share insights from escalations to improve product documentation and support training.
  • Contribute to runbooks and automation that help prevent future escalations.
  • Stay current with new product releases, architecture changes, and known issues.
  • Participate in engineering syncs or release readiness reviews to represent the support perspective.

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.
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
  • Short and Long Term Disability Insurance
  • Life & Accident Insurance
  • 401(k) Retirement Savings Plan
  • Employee Stock Participation Plan
  • Flexible paid time off covering vacation and sick leave
  • Leave programs, including parental, pregnancy health, medical, and bereavement leave
Applicant Tracking System Keywords

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

Hard Skills & Tools
application troubleshootingHTTP/SRESTful APIsbrowser renderingDOM manipulationserver-side architectureAPI performance tuningcaching strategiesperformance optimizationsecure coding practices
Soft Skills
communication skillsmentoringproblem-solvingproject managementcollaborationtechnical depth improvementstatus reportingrisk assessmenttime managementescalation management