Technical Support Engineer, Zero Trust

Job Locations: Austin, TX To the attention of candidates (Austin TX): This role requires full time work over the Weekends. Candidates should be comfortable working with a "Wed-Sun" or "Sat-Wed" 5-day working week schedule. Candidates MUST have right-to-work in the United States. Visa sponsorship is NOT provided for this position. About the Department
The Customer Support Team solves complicated problems and answers technical inquiries via phone, email, chat, and social media. Whether it is a WordPress blogger using our services for free or a global Enterprise business with petabytes of web traffic, our team is always eager to assist. We are the eyes and ears of Cloudflare, acting as the real-time voice of the customer to help communicate their needs and real-world use cases back to the rest of the company - to help build a better service and future product development.
What You'll Do
Do you love solving complex problems and interacting with people? Are you passionate about helping customers and a standout colleague? Cloudflare is seeking a Technical Customer Support Engineer to join our team. You will work with customers on a variety of technical support issues as well as the Technical Operations team that is responsible for running our global distributed network. This is a position where you will learn the inner workings of Cloudflare's architecture and gain a deeper understanding of Internet technologies. You will focus on providing support for the Cloudflare One platform, including the complete Zero Trust product suite, networking solutions like Magic WAN, and associated monitoring and analytics tools.
Examples of desirable skills, knowledge and experience

• You have previous experience working as part of a team in a customer-facing role
• You have experience solving troubleshooting and resolving Layer 3/4 networking issues, including routing, firewall, and transport-level connectivity problems
• You understand how the Internet works
• 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).
• You have experience working in a support role where you thrived every time you resolved a ticket
• You are comfortable communicating through various support channels and always put the customer first
• You are a motivated self-starter and always looking to expand your existing skillset
• Flexibility to work holidays and rotational weekend shifts

Bonus Points

• You are fluent in English, Spanish, Portuguese, German, Japanese, French or Mandarin
• You are familiar with Cloudflare Zero Trust products (Zero Trust / Access / Gateway / Tunnel, WARP client) and have a site actively using our platform
• You have a solid grasp of problem-solving with command line tools (dig / traceroute / curl / tcpdump)
• You are familiar with Apache, Nginx, IIS, and other web servers
• You are committed to gaining a deeper understanding of the following technologies: Zero Trust / Secure Web Gateway policies / Endpoint protections / security best practices (Certificates, Zero Trust, least privileged access etc)
• You have worked with PostgreSQL, MySQL, MS SQL or other database servers

Equity
This role is eligible to participate in Cloudflare's equity plan.
Benefits
Cloudflare offers a complete package of benefits and programs to support you and your family. Our benefits programs can help you pay health care expenses, support caregiving, build capital for the future and make life a little easier and fun! The below is a description of our benefits for employees in the United States, and benefits may vary for employees based outside the U.S.
Health & Welfare Benefits

• Medical/Rx Insurance
• Dental Insurance
• Vision Insurance
• Flexible Spending Accounts
• Commuter Spending Accounts
• Fertility & Family Forming Benefits
• On-demand mental health support and Employee Assistance Program
• Global Travel Medical Insurance

Financial Benefits

• Short and Long Term Disability Insurance
• Life & Accident Insurance
• 401(k) Retirement Savings Plan
• Employee Stock Participation Plan

Time Off

• Flexible paid time off covering vacation and sick leave
• Leave programs, including parental, pregnancy health, medical, and bereavement leave