As a Technical Support Engineer, you'll provide advanced support for enterprise customers, troubleshoot technical issues, and collaborate across teams to enhance customer service and product offerings.
Available Location: Sydney, Kuala Lumpur, Singapore, Tokyo
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. 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 - to help build a better service and future product development.
What You'll do
Do you love solving complex problems and interacting with people? Are you passionate about helping customers and are a standout colleague? Cloudflare is seeking a Technical Support Engineer to join our team. You will work with our customers on a variety of technical support issues as well as the Technical Operations team that is responsible for running our global distributed network. This is a position where you will learn the inner workings of Cloudflare's technology and gain a deeper understanding of internet technologies.
What we're looking for
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. 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 - to help build a better service and future product development.
What You'll do
Do you love solving complex problems and interacting with people? Are you passionate about helping customers and are a standout colleague? Cloudflare is seeking a Technical Support Engineer to join our team. You will work with our customers on a variety of technical support issues as well as the Technical Operations team that is responsible for running our global distributed network. This is a position where you will learn the inner workings of Cloudflare's technology and gain a deeper understanding of internet technologies.
- 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.
- Fluency in Mandarin, Korean or Japanese is a strong plus.
- Ability to work independently and collaboratively in a fast-paced, dynamic environment.
- You are a 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
- You have a solid grasp of problem solving with command line tools (dig/traceroute/curl/tcpdump)
- You have experience writing scripts in Bash, Python, JavaScript, or other scripting language
- You have experience installing and configuring web servers like Apache, Nginx, and IIS
- Ability and willingness to work occasional weekends, holidays, and after hours
Top Skills
Apache
Bash
Iis
JavaScript
Nginx
Python
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