Technical Support Engineer

At Cloudflare, we are on a mission to help build a better Internet. Today the company runs one of the world’s largest networks that powers millions of websites and other Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. We realize people do not fit into neat boxes. We are looking for curious and empathetic individuals who are committed to developing themselves and learning new skills, and we are ready to help you do that. We cannot complete our mission without building a diverse and inclusive team. We hire the best people based on an evaluation of their potential and support them throughout their time at Cloudflare. Job Locations: Mexico City, MX. This role requires full time work over the Weekends. Candidates should be comfortable working with a “Sun-Thursday” or “Tues-Sat” 5-day working week schedule. Candidates MUST have right-to-work in Mexico. 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. What You’ll do Do you love solving complex technical problems and interacting with people? Are you passionate about helping customers and are a standout colleague? Cloudflare is seeking a Technical Customer Support Engineer to join our team. You will work directly with our customers and cross-functionally to solve a variety of technical issues. Skills, Knowledge, And Experience Experience: 2+ years of experience in a Technical Support role, Web Developer Support, or a similar position, with a proven track record of resolving diverse technical issues. Community Engagement: Active participation in web development communities, with a demonstrated commitment to staying current with industry trends and sharing knowledge with peers. Internet Fundamentals: Fundamental understanding of how the Internet works (OSI Model), with knowledge of Cloudflare's products that impact Layers 3, 4, and 7. Technical Proficiency: Skilled in analyzing and troubleshooting DNS, SSL/TLS, HTTP, and optimizing website performance. Tooling Expertise: Proficient in command line interfaces and experienced with tools such as browser developer tools, cURL, Git/Wrangler/npm, Postman, TCPDump/Wireshark, SSH, OpenSSL, and similar utilities. Video Technology: Experienced with video encoding and streaming solutions, understanding the associated technical challenges. Scripting Skills: Competent in writing scripts in Bash, Python, JavaScript, or other scripting languages. Customer-Centric Communication: Comfortable communicating through various support channels, with a strong commitment to putting the customer first in every interaction. Bonus You have a site actively using our platform You are familiar with any of the following Cloudflare products: Cloudflare Workers, Stream, Pages, R2 Availability And Schedule Requirements Flexibility to work varying work schedules including; Pacific time, holidays, weekends, more than 5 days in a row, or additional hours Ability to work on-site as needed out of one of our US based offices Cloudflare is proud to be an equal opportunity employer. We are committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness. All qualified applicants will be considered for employment without regard to their, or any other person's, perceived or actual race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship, age, physical or mental disability, medical condition, family care status, or any other basis protected by law. #J-18808-Ljbffr