Premium Technical Support Engineer - CDN

Available Location: Singapore and Sydney (Australia)
About the Team
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.
What You'll Do
Do you love solving complex technical issues and interacting with people? Are you passionate about providing premium-level support to customers and are a standout colleague? Cloudflare is seeking an experienced Technical Support Engineer for CDN to join our team. You will work with our largest and most technically sophisticated customers on a variety of technical support issues to ensure they can deploy and operate Cloudflare's CDN solutions with confidence.

• Serve as a trusted technical advisor for our Premium customers, responding to and resolving inquiries and incidents related to CDN services, while delivering timely, high-quality and personalized assistance.
• Work directly with customers to diagnose, troubleshoot and resolve complex technical issues involving DDoS mitigation, firewall rules, SSL/TLS, network confirmation, and other security configurations.
• Work with Engineering and Operations teams to mitigate attacks, suggest steps to mitigate, and apply the appropriate mitigation, when applicable
• Create and maintain knowledge base articles, technical guides, and troubleshooting documentation for internal and customer use.
• Compare traffic signatures and attributes including IP addresses, cookie variations, HTTP headers, and JavaScript footprints to determine what is good traffic and what is malicious
• DDoS mitigation for OSI layers 3,4, & 7: advise customers on how to filter malicious traffic using Cloudflare tools like Magic Transit, Network Firewall, WAF, IP reputation lists, packet inspection, blocklisting, allowlisting, and rate limiting
• Work with Engineering and Product teams to improve products and tools

What We're Looking For

• You have a minimum of 4 years experience working as a Technical 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, fluent in English and preferably a second language like Mandarin, Hindi, Tamil, Korean or Japanese.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.
• Strong understanding of network protocols, including TCP/IP, DNS, HTTP/S, and BGP, with a particular focus on anycast routing concepts and implementation, as well as tools such as iptables and looking glass.
• Proven experience troubleshooting network connectivity issues, BGP routing, and GRE tunnels, and performing packet capture analysis
• Confident with command line and tools, including curl, dig, traceroute, openssl, git
• Experience in a web development and / or hosting environment such as installing and configuring web servers like Apache, Nginx, Caddy and IIS
• You are competent writing scripts in Bash, Python, JavaScript or other scripting language
• You have worked with PostgreSQL, MySQL, MS SQL, and other database servers
• Bachelor's degree in Computer Science, Cybersecurity, or a related field (or equivalent experience)
• Relevant certifications such as CISSP, GCIA GCIH, GCFA, GCFE or equivalent