Cloudflare

Premium Technical Support Engineer – CDN

Cloudflare

full-time

Posted on:

Location Type: Hybrid

Location: Singapore • 🇸🇬 Singapore

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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
  • Health insurance
  • 401(k) matching
  • Flexible work hours
  • Paid time off
  • Remote work options

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 analysisscriptingweb server configurationdatabase managementcommand line toolsanycast routing
Soft skills
customer service orientationcommunication skillsproblem-solvingindependent workcollaborative worksimplifying complex conceptsadaptabilityattention to detailtime managementinterpersonal skills
Certifications
CISSPGCIAGCIHGCFAGCFE