Available Locations: 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
Security Operations Center (SOC) Engineers provide premium-level support for Cloudflare's security products and features. Our largest and most technically sophisticated customers will contact Support for assistance and intelligence in dealing with threats or attacks on their infrastructure at OSI Layers 3, 4, and 7. This will span the range of Cloudflare security products from Magic Transit Infrastructure Protection, DDoS mitigation and Network Firewall, to using the Web Application firewall (WAF), Bot Management and Rate Limiting to help customers.
SOC Engineers analyze threats, make detailed and informed suggestions for mitigation and may implement mitigation strategies directly on behalf of the customer. The team also provides attack reporting beyond Cloudflare's self-service reports.
- Serve as a trusted technical advisor for our enterprise customers, monitoring and investigating alerts and identifying threats to their environment.
- Perform hands-so attack mitigation by crafting specific rules to mitigate ongoing attacks.
- Work with Engineering on highly sophisticated attacks to develop tailored mitigation techniques and improved signature development.
- Configure / Manage security monitoring rules and contribute to tool improvements.
- Compare traffic signatures and attributes including IP addresses, cookie variations, HTTP headers, and JavaScript footprints to differentiate between expected and malicious traffic.
- Threat Attack 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, rate limiting etc.
- Work with Engineering and Product teams to improve products and tools.
- Engage with customers through email and phone, providing clear, concise, and empathetic communication to effectively address their technical needs and ensure a positive support experience.
What We're Looking For
- You have a minimum of 4 years experience working as a SOC 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.
- Strong understanding of network protocols, including TCP/IP, DNS, HTTP/S, and BGP, as well as tools such as iptables and looking glass.
- Proven experience in handling attack mitigation and thorough knowledge of various attacks (L3/4 and L7)
- Knowledge of Cloudflare Security Products & Features
- Confident with command line and tools, including curl, dig, traceroute, openssl, git
- You are competent writing scripts in Bash, Python, JavaScript or other scripting language
- 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 are preferred.
- You are calm under pressure.
- Ability to work independently and collaboratively in a fast-paced, dynamic environment.
