Professional Services Consultant, Application Services
Cloudflare
DNSFirewallsJavaScriptPythonTCP/IPTerraform
Senior Escalation Support Engineer
ZEDEDA
full-time
Posted on:
Origin: • 🇺🇸 United States • California
Visit company websiteSalary
💰 $127,000 - $180,000 per year
Job Level
Senior
Tech Stack
DNSDockerKubernetesLinuxPythonShell ScriptingTerraform
About the role
- Taking on the most difficult customer technical issues
- Partner closely with Engineering, Product, and Deployment teams to drive cross-functional resolution identified during escalations
- Escalation management where grace under pressure matters
- On-call duties - follow-the-sun (24x7x365 follow-the-sun coverage model)
- Creating ecstatic customers by ensuring they can use our product effectively
- Ensuring frictionless operational support and smooth post-sales escalation handling
- Radiate energy and enthusiasm while representing Operational Support
Requirements
- Excellent communication and written skills (English)
- BS/MS Computer Science, Information Technology or an equivalent industry experience
- 8+ years experience as Senior Customer Support Engineer with escalation experience
- Excellent troubleshooting skills
- Excellent judgment in balancing customer urgency with internal resourcing and priorities
- Extensive experience performing issue reproduction and root-cause analysis in cooperation with engineering and/or development teams for both technical and business stakeholders
- Extensive experience with the deployment of virtual machines, containers (docker, etc.) to reproduce issues and create test scenarios
- Proven ability to effectively communicate with engineering and/or development teams
- Hands-on experience with Python, GO and shell scripting (reading and writing code)
- Extensive experience with Linux system administration and Linux troubleshooting are a must
- Practical experience with REST APIs is mandatory: scripting, testing and troubleshooting APIs (Postman, curl, python, using Swagger definitions, etc.)
- Infrastructure as Code principles. Experience using Terraform: troubleshooting Terraform configurations, state, providers, etc.
- Extensive experience with automation to streamline deployments, system monitoring, etc.
- Knowledge of hardware system configuration and troubleshooting (IPMI system management, BIOS/UEFI configuration, various sub-systems firmware management)
- Experience with Type 1 and Type 2 hypervisors, including troubleshooting and performance considerations. Familiarity with various forms of pass-through (PCI, etc.) is a plus
- Extensive experience with Linux container technologies (container runtimes, container orchestration tools)
- Experience with Kubernetes: cluster management, deploying, scaling, and troubleshooting; K3S specific experience is a plus
- Experience and knowledge of system-level security technologies: Secure boot, measured boot, using TPM devices
- Deep understanding of networking concepts: IP, DHCP, DNS, NAT rules, firewall configuration, routing, bridging, and proxies; configuration, management, and troubleshooting of network adapters and interfaces, including virtual and physical NICs, VLAN tagging, etc.
- Networking troubleshooting competence using ping, traceroute, netstat, iptables, tcpdump and analyzing packet captures (Wireshark)
- Experience with SSH port forwarding, SOCKS proxies, and reverse tunnels for secure remote access
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