Available Locations: Lisbon or London
About the Department
The Cloudflare Customer Support Team solves complicated problems and answers technical inquiries via email, chat, phone, and social media. From Enterprise corporations with petabytes of web traffic to Wordpress bloggers using our platform for free, we are here to help. Being the eyes and ears of Cloudflare, we act 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.
What you'll do
The Cloudflare Senior Escalation Engineer will perform deep, technical troubleshooting for complex, escalated issues. This role owns the customer escalation process and works with various Product and Engineering teams to identify product bugs, network problems, and platform issues. Escalation Engineers foster a close relationship with SRE, Network, Engineering and Product teams. They act as an escalation point, isolate/replicate problems, and gather technical information/expectation.
Responsibilities
- Provide coverage (shift rotation including weekends) for technical troubleshooting of escalated issues
- Triage Customer Escalation issues to find the quickest most efficient path of resolution
- Work cross-functionally with various teams across the company from engineering to sales
Requirements
- Minimum 2 years of customer-facing technical experience, preferably technical support or system reliability engineering
- Excellent verbal and written communication skills, ability to disseminate clear and appropriate information to both business and technical audiences
- Able to manage multiple priorities, commitments, and projects
Core competencies ("Desired skills, knowledge and experience")
- Extensive technical support experience
- Experience troubleshooting application protocols (L7 - DNS, HTTP, etc)
- Experience troubleshooting network infrastructure (L3/L4)
- Expert with Linux command line tools (curl, dig, git, traceroute, mtr)
- Expert at analyzing data using tools like grafana, kibana, and SQL
- Able to clarify complex technical issues and coordinate efforts to resolve
- Able to identify and share/suggest process improvements
- Demonstrated leadership, prior mentoring experience
- Self-motivated, self-directed, strong relationship building, can positively influence the actions of others, team player
- Comfortable handling inbound and outbound customer calls
Bonus Points
- Experience with regular expressions
- Knowledge of web programming (HTML, Javascript, PHP) and scripting (bash, Python)
- Experience managing/configuring non-HTTP applications (email, DNS, FTP, SSH, etc.)
Top Skills
What We Do
Cloudflare, Inc. (NYSE: NET) is the leading connectivity cloud company on a mission to help build a better Internet. It empowers organizations to make their employees, applications and networks faster and more secure everywhere, while reducing complexity and cost. Cloudflare’s connectivity cloud delivers the most full-featured, unified platform of cloud-native products and developer tools, so any organization can gain the control they need to work, develop, and accelerate their business.
Powered by one of the world’s largest and most interconnected networks, Cloudflare blocks billions of threats online for its customers every day. It is trusted by millions of organizations – from the largest brands to entrepreneurs and small businesses to nonprofits, humanitarian groups, and governments across the globe.
Why Work With Us
Cloudflare employees come from all walks of life. We are mission-driven, and our team is energized by a collaborative, creative environment that celebrates our differences and fosters new ways to grow together.
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Cloudflare Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We are committed to developing a global team that is distributed with a flexible working approach. Doing this equitably and inclusively is essential to our success. Visit our careers site for more on 'How & Where We Work.'
