Cloudflare

Technical Support Engineer, Zero Trust

Cloudflare

full-time

Posted on:

Origin:  • 🇲🇽 Mexico

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Job Level

Mid-LevelSenior

Tech Stack

ApacheDNSMySQLNGINXPostgresSQLWordPress

About the role

  • Provide technical customer support for Cloudflare One platform, including the Zero Trust product suite, Magic WAN, and associated monitoring and analytics tools
  • Interact with customers via phone, email, chat, and social media to troubleshoot and resolve technical issues
  • Collaborate with the Technical Operations team responsible for running Cloudflare’s global distributed network
  • Learn the inner workings of Cloudflare's architecture and Internet technologies
  • Support and escalate issues related to networking, IAM, MFA, web servers, and databases as needed
  • Work weekend schedules and rotational shifts as required

Requirements

  • Candidates MUST have right-to-work in the Mexico. Visa sponsorship is NOT provided for this position.
  • Requires full time work over the Weekends; comfortable working a “Wed-Sun” or “Sat-Wed” 5-day working week schedule
  • Previous experience working as part of a team in a customer-facing role
  • Experience troubleshooting and resolving Layer 3/4 networking issues, including routing, firewall, and transport-level connectivity problems
  • Understanding of how the Internet works
  • Experience with Identity and Access Management protocols and technologies (SSO, SAML, OAuth, Federation, SCIM, etc.)
  • Experience supporting and troubleshooting multi-factor mechanisms (TOTP, SMS, FIDO, U2F, WebAuth, EMAIL, Push MFA, etc.)
  • Experience working in a support role resolving tickets and communicating via phone, email, chat, and social media
  • Motivated self-starter and willingness to expand skillset
  • Flexibility to work holidays and rotational weekend shifts