Escalation Engineer, CDN/Developer Platform

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.

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.

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.

The Cloudflare Escalation Engineer will perform deep, technical troubleshooting for complex, escalated issues. This role owns the customer escalation process and works with various Product and Engineering teams to identify product bugs, network problems, and platform issues.

• Serve as a subject matter expert in supporting Application Performance and Developer Platform products such as Cache, Images, Cloudflare Pages, R2, D1, Rules, Speed, Stream, Workers, etc.
• Collaborate closely with engineering and product teams to escalate issues, provide root cause analysis, and contribute to product improvements.
• Create and maintain detailed knowledge base articles, troubleshooting guides, and technical documentation.
• Provide coverage (shift rotation including possibility of weekends and Pacific Time hours) for technical troubleshooting of escalated issues
• Triage Customer Escalation issues to find the quickest most efficient path of resolution
• Work cross-functionally with various teams across the company from engineering to sales

• Minimum of 3 years’ hands-on experience supporting or engineering Application/Developer focused products.
• Web Technologies: In-depth understanding of HTTP/S, RESTful APIs, and common web frameworks.
• Front-end Performance: Knowledge of browser rendering, DOM manipulation, and optimization techniques for client-side applications.
• Back-end Performance: Familiarity with server-side architecture, database interactions, and API performance tuning.
• Developer Tools: Proficiency with tools like Chrome DevTools, curl, and IDE debuggers for diagnosing application issues.
• Cloud Platforms: Understanding of cloud-native architectures, containerization (Docker, Kubernetes), and serverless functions.
• Observability: Experience with monitoring, logging, and tracing tools (e.g. Sentry, Prometheus, Grafana, ELK stack, Jaeger) for application health and performance.
• Security Principles: Awareness of common application vulnerabilities (OWASP Top 10), secure coding practices, and API security.
• Developer Experience: Appreciation for developer workflows, SDKs, and API documentation.
• Performance Optimization: Knowledge of caching strategies, CDN concepts, and load balancing.
• Proficiency in application troubleshooting using profiling and tracing tools (e.g., Dynatrace, New Relic, OpenTelemetry).
• Excellent verbal and written communication skills, with the ability to convey technical information clearly to both technical and non-technical audiences.
• Demonstrated ability to manage multiple priorities and projects effectively in a fast-paced environment.

We’re not just a highly ambitious, large-scale technology company. We’re a highly ambitious, large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet.

Project Galileo: Since 2014, we've equipped more than 2,400 journalism and civil society organizations in 111 countries with powerful tools to defend themselves against attacks that would otherwise censor their work, technology already used by Cloudflare’s enterprise customers--at no cost.

Athenian Project: In 2017, we created the Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free, so that their constituents have access to election information and voter registration. Since the project, we've provided services to more than 425 local government election websites in 33 states.

1.1.1.1: We released 1.1.1.1 to help fix the foundation of the Internet by building a faster, more secure and privacy-centric public DNS resolver. This is available publicly for everyone to use - it is the first consumer-focused service Cloudflare has ever released.

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.