Premium 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. 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. Available Location: Singapore, or Kuala Lumpur (Malaysia) About the Team The Cloudflare Customer Support Team solves complicated problems and answers technical questions via phone, email, chat and social media. Do you love solving complex technical issues and interacting with people? Are you passionate about providing premium-level support to customers and are a standout colleague? Cloudflare is seeking an experienced Technical Support Engineer to join our team. Serve as a trusted technical advisor, providing advanced support for enterprise customers using Cloudflare’s suite of products. Engage with customers through email, phone, and chat, providing clear, concise, and empathetic communication to effectively address their technical needs and ensure a positive support experience. Create and maintain knowledge base articles, technical guides, and troubleshooting documentation for internal and customer use. Partner with Cloudflare’s Product, Engineering, and Security teams to escalate and resolve advanced customer issues. Provide feedback based on customer interactions to drive product improvements and ensure alignment with user needs. Assist customers in identifying and responding to security incidents, leveraging Cloudflare’s threat intelligence and security tools. This role requires working in rotational shifts, including evenings, weekends, and public holidays, to support our global customer base. What We're Looking For You have a minimum of 4 years experience working as a Support Engineer / Sr. Support Engineer supporting networking or web security products. Exceptional troubleshooting and problem-solving skills, with the ability to simplify complex concepts for customers. Strong customer service orientation and communication skills, both written and verbal, and you are fluent in English. Ability to work independently and collaboratively in a fast-paced, dynamic environment. Motivated self-starter who always looking to expand your skill sets, you take initiatives and capable of learning new technologies / systems / features with little guidance Solid grasp of problem solving with command line tools (dig/traceroute/curl/tcpdump) Experience writing scripts in Bash, Python, JavaScript, or other scripting language Experience installing and configuring web servers like Apache, Nginx, and IIS Proficiency in networking fundamentals, including DNS, VPNs, firewalls, and traffic routing. Experience supporting cloud platforms (AWS, Azure, GCP) and SaaS application integrations. Familiarity with Cloudflare and have a site actively using our platform You have worked with PostgreSQL, MySQL, MS SQL or other database servers. Bachelor’s degree in Computer Science, Cybersecurity, or a related field (or equivalent experience). Relevant certifications such as CISSP, CCSP, GCIA, GCIH, GCFA or equivalent. Bonus Points Experience in a shift-based or global support environment. Familiarity with SLA/KPI metrics and real-time queue management. Prior exposure to ITIL or similar incident management frameworks. 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. We are an AA/Veterans/Disabled Employer. Cloudflare provides reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job. #J-18808-Ljbffr