Cloudflare

Escalation Engineer, Zero Trust

Cloudflare

full-time

Posted on:

Location Type: Hybrid

Location: Austin • Texas • United States

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Tech Stack

Cloud

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.
  • Serve as a subject matter expert in supporting Zero Trust technologies.
  • Troubleshoot complex technical issues across a broad set of systems including authentication flows (SSO, MFA), policy enforcement, and secure application access.
  • Use logs, traces, diagnostics to identify the underlying cause.
  • Work with Engineering to validate defects, create reproducible scenarios, and confirm fixes.
  • Provide coverage for technical troubleshooting of escalated issues.

Requirements

  • Solid understanding of Zero Trust principles and technologies such as: Identity and Access Management, Endpoint Detection & Response, Network Security / Microsegmentation, Secure Web Gateway / Cloud Access Security Broker (CASB)
  • 3-5 years of technical troubleshooting experience, preferably in technical support or system reliability engineering
  • Excellent verbal and written communication skills, ability to disseminate clear and appropriate information to both business and technical audiences
  • Able to manage multiple priorities, commitments, and projects
  • You understand and have previous experience working with Identity and Access Management protocols and technologies (SSO, SAML, OAuth, Federation, SCIM, etc.)
  • You understand and have previous experience supporting and troubleshooting multi-factor mechanisms (TOTP, SMS, FIDO, U2F, WebAuth, EMAIL, Push MFA, etc).
Benefits
  • We hire the best people based on an evaluation of their potential and support them throughout their time at Cloudflare.
Applicant Tracking System Keywords

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

Hard Skills & Tools
technical troubleshootingdebuggingIdentity and Access ManagementEndpoint Detection & ResponseNetwork SecurityMicrosegmentationSecure Web GatewayCloud Access Security Brokermulti-factor authenticationauthentication flows
Soft Skills
verbal communicationwritten communicationinformation disseminationpriority managementproject management