Similar Jobs at Cloudflare
Cloud • Information Technology • Security • Software • Cybersecurity
The Technical Support Engineer will provide advanced support to enterprise customers, troubleshoot technical issues involving various protocols and services, and create technical documentation.
Top Skills:
AnycastApacheBashCachingCorsDnsHTTPIamIisJavaScriptLoad BalancingMs SqlMySQLNginxPostgresPythonSsl/TlsTcp/Udp
Cloud • Information Technology • Security • Software • Cybersecurity
As a Customer Success Manager, you will manage customer relationships, ensure value realization from Cloudflare solutions, and collaborate with internal teams to drive customer satisfaction, focusing on iGaming and Entertainment industries.
Top Skills:
B2B SaasGainsight
Cloud • Information Technology • Security • Software • Cybersecurity
The Premium Technical Support Engineer will provide high-quality support for CDN services, troubleshoot technical issues, and collaborate with customers and teams to enhance product performance.
Top Skills:
BashBgpCdnCurlDdos MitigationDigDnsFirewall RulesGitHttp/SIptablesJavaScriptMs SqlMySQLOpensslPostgresPythonSsl/TlsTcp/IpTraceroute
Available Locations: Singapore, or Sydney (Australia) About the Department
The Customer Support Team solves complicated problems and answers technical inquiries 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, our team is 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 - to help build a better service and future product development.
What You'll Do
The Customer Support Team solves complicated problems and answers technical inquiries 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, our team is 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 - to help build a better service and future product development.
What You'll Do
- Manage Daily Operations: Oversee regional support coverage across chat, calls, and ticket queues. Optimize staffing and workflows to meet service-level targets and deliver exceptional customer experiences.
- Lead Incident Response: Be the point person for live incidents (P0/P1), coordinating the technical support team, driving resolution efforts, and ensuring timely communication internally and externally.
- Monitor Performance: Track support KPIs, analyze trends, and recommend process improvements that enhance efficiency and customer outcomes.
- Handle Escalations: Manage real-time escalations, collaborating cross-functionally with engineering, product, and account teams to ensure resolution and prioritization based on live data.
- Coordinate Operational Workflows: Own execution of support processes like ticket triage, voicemail follow-ups, and escalation queue management.
- Ensure Smooth Transitions: Provide clear, concise shift handovers and maintain operational continuity across global teams.
- 3+ years of experience in a technical support or operations role, preferably in a SaaS or high-growth environment.
- Proven ability to coordinate incident response and manage operational pressure with calm and clarity.
- Strong communication skills, with the ability to translate technical issues to diverse audiences.
- Experience with support tooling (e.g., Salesforce Service Cloud, Jira, Slack, Zoom).
- A proactive and structured approach to problem-solving and decision-making.
- A collaborative, team-first attitude with a passion for continuous improvement.
- Proficiency in networking fundamentals, including DNS, VPNs, firewalls, and traffic routing.
- You have a solid grasp of problem solving with command line tools (dig/traceroute/curl/tcpdump)
- You have experience writing scripts in Bash, Python, JavaScript, or other scripting language
- Experience supporting cloud platforms (AWS, Azure, GCP) and SaaS application integrations.
- You are familiar with Cloudflare and have a site actively using our platform
- You have worked with PostgreSQL, MySQL, MS SQL or other database servers.
- Bachelor's degree in Computer Science, Cybersecurity, or a related field (or equivalent experience).
- Experience in a shift-based or global support environment.
- Familiarity with SLA/KPI metrics and real-time queue management.
- Prior exposure to ITIL or similar incident management frameworks.
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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.
