Technical Support Engineer

Technical Support Engineer (Network and Security) – Refined Location: Morocco, Philippines, Egypt Reports to: Support Lead / Head of Business Unit - Brixio Group Brixio is a cybersecurity and cloud services provider and a Cloudflare Authorized Services Delivery Partner (ASDP) . We specialize in helping enterprises and SMEs secure, optimize, and scale their digital platforms through professional services, managed support, and continuous performance tuning. As a trusted Cloudflare partner, we deliver advanced implementations and 24/7 managed support for clients across industries from government and finance to retail and technology ensuring reliability, resilience, and best-practice alignment. Role Summary The Technical Support Engineer - Network & Security is a client-facing role responsible for providing technical assistance and operational support across Brixio\'s Cloudflare-based solutions. You\'ll serve as the primary technical point of contact for client support tickets raised via Jira, troubleshoot and resolve issues across the Cloudflare stack, and proactively optimize configurations for performance and security. This position requires a strong technical foundation in networking, web performance, and security, combined with excellent communication and problem-solving skills. What You'll Do Serve as the primary technical contact for clients, troubleshooting and resolving complex network and application performance issues related to the Cloudflare stack (CDN, DNS, WAF, Zero Trust, Argo, etc.) Manage and respond to support tickets in Jira, ensuring timely updates and resolutions aligned with SLAs Proactively monitor security events and alerts from client environments Investigate and mitigate threats using Cloudflare\'s WAF, DDoS mitigation, and security analytics Participate in incident response and post-incident reviews Use Cloudflare Analytics and diagnostic tools to analyze traffic patterns, identify performance bottlenecks, and recommend optimizations Support ongoing tuning to improve cache hit ratios, latency, and reliability Create and maintain detailed documentation for client configurations, incident reports, and standard operating procedures (SOPs) Contribute to Brixio\'s internal Knowledge Base (Confluence) and share expertise with peers Collaborate with the delivery and implementation teams for escalations and continuous service improvement Requirements Key Skills & Experience Strong understanding of DNS, HTTP/HTTPS, TLS/SSL, proxies, caching, and CDN mechanics Familiarity with Cloudflare products: WAF, Bot Management, Zero Trust, Rate Limiting, Load Balancing, and Workers is a plus Hands-on experience with network and web application troubleshooting tools (e.g., curl, dig, traceroute, Chrome DevTools) Understanding of web application architecture and security fundamentals Familiarity with core cloud concepts (IaaS, PaaS, SaaS) and exposure to major cloud providers (AWS, GCP, Azure) is a plus 4+ years of experience in a technical support or NOC role (preferably in cloud, network, or security services) Excellent communication and customer-handling skills; able to explain technical concepts clearly to non-technical users Strong problem-solving skills with a structured and analytical approach Familiarity with ticketing systems (Jira Service Management preferred) Ability to prioritize and manage multiple issues simultaneously in a fast-paced environment Comfortable working remotely with distributed global teams Benefits Cloudflare Partnership: Work with one of the few official Cloudflare ASDPs, supporting enterprise clients across the region Career Growth: Opportunity to advance into senior support, implementation, or Cloudflare engineering roles Continuous Learning: Access to Cloudflare University, internal playbooks, and partner-exclusive training Structured Processes: Clear SOPs, escalation paths, and documentation culture ensure consistency and quality Collaborative Culture: Work directly with engineers, delivery managers, and Cloudflare counterparts to deliver excellence What Success Looks Like Tickets are resolved within SLA and with high client satisfaction Clear, professional communication with clients and internal teams Accurate and up-to-date ticket documentation in Jira Reduction in recurring issues through proactive identification and knowledge sharing Strong internal collaboration with implementation and delivery teams Note: This description reflects the responsibilities and requirements for the Technical Support Engineer (Network and Security) role at Brixio. Other roles listed on the page are separate positions. #J-18808-Ljbffr