Technical Support Engineer, Zero Trust Focused

Hybrid

About Us

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. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code.

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 Customer Support Team solves complicated problems and answers technical inquiries via phone, email, chat, and social media. 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.

What You’ll Do

Cloudflare is seeking a Technical Customer Support Engineer to join our team. You will work with customers on a variety of technical support issues and with the Technical Operations team responsible for running our global distributed network. You will focus on providing support for our Content Delivery products: Zero Trust, Workers, Speed, Images, Stream, CDN and others.

Examples of desirable skills, knowledge and experience

• You have previous experience working as part of a team in a customer-facing role
• You have experience solving DNS and other networking-related problems
• You understand how the Internet works
• You understand and have previous experience working with Identity and Access Management protocols and technologies (SSO, SAML, OAuth, Federation, SCIM, etc.)
• You understand and have previous experience supporting and troubleshooting multi-factor mechanisms (TOTP, SMS, FIDO, U2F, WebAuth, EMAIL, Push MFA, etc).
• You have experience working in a support role where you thrived every time you resolved a ticket
• You are comfortable communicating through various support channels and always put the customer first
• You are a motivated self-starter and always looking to expand your existing skillset
• Flexibility to work holidays and rotational weekend shifts

Bonus Points

• You are fluent in English, Spanish, Portuguese, German, Japanese, French or Mandarin
• You are familiar with Cloudflare Zero Trust products (Zero Trust / Access / Gateway / Tunnel, WARP client) and have a site actively using our platform
• You have a solid grasp of problem-solving with command line tools (dig / traceroute / curl / tcpdump)
• You are familiar with Apache, Nginx, IIS, and other web servers
• You are committed to gaining a deeper understanding of Zero Trust / Secure Web Gateway policies / Endpoint protections / security best practices
• You have worked with PostgreSQL, MySQL, MS SQL or other database servers

Equity

This role is eligible to participate in Cloudflare’s equity plan.

Cloudflare offers a complete package of benefits and programs to support you and your family.

Health & Welfare Benefits

• Medical/Rx Insurance
• Vision Insurance
• Flexible Spending Accounts
• Commuter Spending Accounts
• Fertility & Family Forming Benefits
• On-demand mental health support and Employee Assistance Program
• Global Travel Medical Insurance
• Short and Long Term Disability Insurance
• 401(k) Retirement Savings Plan
• Employee Stock Participation Plan

Time Off

• Flexible paid time off covering vacation and sick leave
• Leave programs, including parental, pregnancy health, medical, and bereavement leave

What Makes Cloudflare Special?

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.

Sound like something you’d like to be a part of? We’d love to hear from you!

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.