Cloudflare

Senior Technical Support Engineer, Application Performance

Cloudflare

full-time

Posted on:

Location Type: Hybrid

Location: Austin • Texas • United States

Visit company website

Explore more

✨ AI Apply
Apply

Job Level

Senior

Tech Stack

ApacheDNSJavaScriptLinuxNGINXPython

About the role

  • Own the toughest technical challenges and escalations within the scope of the Customer Support while maintaining high standards of individual and team performance
  • Maintain clear, timely, and productive communications with customers via our ticketing system and phone support channels
  • Become a go-to resource for technical and process knowledge inside and outside the Support organization
  • Proactively identify and execute on opportunities for team growth and improvement
  • Assist with training and mentoring other team members
  • Help create and update technical documentation and runbooks
  • Provide feedback on our product and potential improvements based on customer interactions
  • Support the team in testing new releases and reporting bugs
  • Perform other duties/projects as assigned

Requirements

  • 5-7 years of experience working in a technical Customer Support role supporting large enterprise and SMB clients
  • Excellent written and verbal communication skills
  • Self-driven and comfortable learning new technologies and systems on an ongoing basis
  • Strong understanding of how the Internet works at OSI Model layers 3, 4, and 7
  • Strong understanding of DNS, SSL/TLS, and HTTP(S) protocols
  • Strong understanding of HTTP reverse proxying, caching, and load balancing
  • Experience using Linux and associated command line tools, including curl, dig, traceroute, openssl, git, etc.
  • Experience writing scripts in Bash, Python, JavaScript, or other scripting languages
  • Experience installing and configuring web servers like Apache, Nginx, and/or IIS
Benefits
  • Health insurance
  • 401(k) matching
  • Paid time off
  • Flexible work arrangements
  • Professional development opportunities
Applicant Tracking System Keywords

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

Hard Skills & Tools
technical supportDNSSSL/TLSHTTP(S)BashPythonJavaScriptLinuxApacheNginx
Soft Skills
communicationteam performancementoringproactiveself-drivenfeedbacktrainingproblem-solvingdocumentationcustomer interaction