Job Locations: Remote, Mexico City, MX To the attention of candidates (Mexico City): 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 Mexico. Visa sponsorship is NOT provided for this position. About the Department
The Cloudflare Customer Support Team solves complicated problems and answers technical questions 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, we are 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 - for better service and future product development.
Description
Network Operations Center ("NOC") Engineers provide premium-level support for Cloudflare's largest and most technically sophisticated customers. The NOC service will specifically provide monitoring, alerting, and remediation for degradation in availability and latency across Layer 7 traffic. The NOC system will monitor HTTP requests for alert-able conditions, and our NOC team will alert customers about problems as soon as they are found.
NOC Engineers analyze the alerts, inform the customer of any material impact, and proactively put in motion a remediation path to resolving the degraded service, whether that be by moving traffic through a new route or working with the Systems Reliability Engineering team for a quick product fix or to declare a broader incident. The team also provides reporting and analysis to the customer on a regular cadence, beyond any report that would be self-serviceable within the Cloudflare UI.
Responsibilities
- Configure and maintain custom alerting for availability and latency across Layer 7.
- Build and maintain customer dashboards in Grafana, which will be used to monitor for alert signals.
- Work closely with internal teams such as System Reliability Engineering, Infrastructure Engineering, and Network Engineering to alert against, and subsequently provide meaningful data on performance degradation.
- Outreach to customers for triggered alerts, providing them with meaningful information on what alerts are firing and why.
- Escalate impactful alerts to customer support and/or other internal teams.
- Join customer calls to provide granular and frequent status updates on critical issues.
- Compile historical reporting on a regular cadence to customers, including remediation steps.
Requirements
3+ years experience in a customer-facing technical support role
- Modern internet protocols like HTTPS, UDP, TCP, etc.
- Analysis of traffic for anomaly detection and creation of mitigation rules
- Knowledge of Cloudflare Products & Features
- Excellent communication skills with both an internal technical audience and a high-level customer stakeholder
