The Escalation Engineer troubleshoots technical issues, manages escalations, and collaborates with teams to resolve problems efficiently.
Available Location: Singapore, Sydney, Australia, or Tokyo, Japan
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 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
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 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
- 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
- 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
- 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
Bash
Curl
Dig
Git
Grafana
HTML
JavaScript
Kibana
Linux
Mtr
PHP
Python
SQL
Traceroute
Similar Jobs at Cloudflare
Cloud • Information Technology • Security • Software • Cybersecurity
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.
Top Skills:
ApacheBashIisJavaScriptNginxPython
Cloud • Information Technology • Security • Software • Cybersecurity
As a Sales Development Representative, you'll identify prospective accounts, conduct outreach, source meetings, and collaborate with cross-functional teams to meet sales goals.
Top Skills:
Sales Qualification FrameworksSalesloftSFDC
Cloud • Information Technology • Security • Software • Cybersecurity
The Senior Partner Account Manager will develop and optimize partner relationships globally, manage sales lifecycles, and drive partner strategies for revenue growth.
Top Skills:
Cloud InfrastructureSaaSSecurity Solutions
What you need to know about the Sydney Tech Scene
From opera to comedy shows, the Sydney Opera House hosts more than 1,600 performances a year, yet its entertainment sector isn't the only one taking center stage. The city's tech sector has earned a reputation as one of the fastest-growing in the region. More specifically, its IT sector stands out as the country's third-largest, growing at twice the rate of overall employment in the past decade as businesses continue to digitize their operations to stay competitive.
