Technical Support Engineer, Zero Trust

Job title: Technical Support Engineer, Zero Trust in Austin, TX at Cloudflare

Company: Cloudflare

Job description: About UsAt Cloudflare, we are on a mission to help build a better Internet. Today the company runs one of the world's largest networks that powers millions of websites and other Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by Cloudflare all have web traffic routed through its intelligent global network, which gets smarter with every request. As a result, they see significant improvement in performance and a decrease in spam and other attacks. Cloudflare was named to Entrepreneur Magazine's Top Company Cultures list and ranked among the World's Most Innovative Companies by Fast Company.We realize people do not fit into neat boxes. We are looking for curious and empathetic individuals who are committed to developing themselves and learning new skills, and we are ready to help you do that. We cannot complete our mission without building a diverse and inclusive team. We hire the best people based on an evaluation of their potential and support them throughout their time at Cloudflare. Come join us!Job Locations: Austin, TXTo the attention of candidates (Austin TX):This role requires full time work over the Weekends. Candidates should be comfortable working with a “Wed-Sun” or “Sat-Wed” 5-day working week schedule. Candidates MUST have right-to-work in the United States. Visa sponsorship is NOT provided for this position.About the DepartmentThe 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 DoDo you love solving complex problems and interacting with people? Are you passionate about helping customers and a standout colleague? Cloudflare is seeking a Technical Customer Support Engineer to join our team. You will work with customers on a variety of technical support issues as well as the Technical Operations team that is responsible for running our global distributed network. This is a position where you will learn the inner workings of Cloudflare's architecture and gain a deeper understanding of Internet technologies. You will focus on providing support for the Cloudflare One platform, including the complete Zero Trust product suite, networking solutions like Magic WAN, and associated monitoring and analytics tools.Examples of desirable skills, knowledge and experience

• You have previous experience working as part of a team in a customer-facing role


• You have experience solving troubleshooting and resolving Layer 3/4 networking issues, including routing, firewall, and transport-level connectivity problems


• You understand how the Internet works


• You understand and have previous experience working with Identity and Access Management protocols and technologies (SSO, SAML, OAuth, Federation, SCIM, etc.)


• You understand and have previous experience supporting and troubleshooting multi-factor mechanisms (TOTP, SMS, FIDO, U2F, WebAuth, EMAIL, Push MFA, etc).


• You have experience working in a support role where you thrived every time you resolved a ticket


• You are comfortable communicating through various support channels and always put the customer first


• You are a motivated self-starter and always looking to expand your existing skillset


• Flexibility to work holidays and rotational weekend shifts

Bonus Points

• You are fluent in English, Spanish, Portuguese, German, Japanese, French or Mandarin


• You are familiar with Cloudflare Zero Trust products (Zero Trust / Access / Gateway / Tunnel, WARP client) and have a site actively using our platform


• You have a solid grasp of problem-solving with command line tools (dig / traceroute / curl / tcpdump)


• You are familiar with Apache, Nginx, IIS, and other web servers


• You are committed to gaining a deeper understanding of the following technologies: Zero Trust / Secure Web Gateway policies / Endpoint protections / security best practices (Certificates, Zero Trust, least privileged access etc)


• You have worked with PostgreSQL, MySQL, MS SQL or other database servers

EquityThis role is eligible to participate in Cloudflare's equity plan.BenefitsCloudflare offers a complete package of benefits and programs to support you and your family. Our benefits programs can help you pay health care expenses, support caregiving, build capital for the future and make life a little easier and fun! The below is a description of our benefits for employees in the United States, and benefits may vary for employees based outside the U.S.Health & Welfare Benefits

• Medical/Rx Insurance


• Dental Insurance


• Vision Insurance


• Flexible Spending Accounts


• Commuter Spending Accounts


• Fertility & Family Forming Benefits


• On-demand mental health support and Employee Assistance Program


• Global Travel Medical Insurance

Financial Benefits

• Short and Long Term Disability Insurance


• Life & Accident Insurance


• 401(k) Retirement Savings Plan


• Employee Stock Participation Plan

Time Off

• Flexible paid time off covering vacation and sick leave


• Leave programs, including parental, pregnancy health, medical, and bereavement leave

What Makes Cloudflare Special?We're not just a highly ambitious, large-scale technology company. We're a highly ambitious, large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet.: Since 2014, we've equipped more than 2,400 journalism and civil society organizations in 111 countries with powerful tools to defend themselves against attacks that would otherwise censor their work, technology already used by Cloudflare's enterprise customers--at no cost.: In 2017, we created the Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free, so that their constituents have access to election information and voter registration. Since the project, we've provided services to more than 425 local government election websites in 33 states.: We released to help fix the foundation of the Internet by building a faster, more secure and privacy-centric public DNS resolver. This is available publicly for everyone to use - it is the first consumer-focused service Cloudflare has ever released. Here's the deal - we don't store client IP addresses never, ever. We will continue to abide by our and ensure that no user data is sold to advertisers or used to target consumers.Sound like something you'd like to be a part of? We'd love to hear from you!This position may require access to information protected under U.S. export control laws, including the U.S. Export Administration Regulations. Please note that any offer of employment may be conditioned on your authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license.Cloudflare is proud to be an equal opportunity employer. We are committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness. All qualified applicants will be considered for employment without regard to their, or any other person's, perceived or actual race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship, age, physical or mental disability, medical condition, family care status, or any other basis protected by law. We are an AA/Veterans/Disabled Employer.Cloudflare provides reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job. Examples of reasonable accommodations include, but are not limited to, changing the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. If you require a reasonable accommodation to apply for a job, please contact us via e-mail at [email protected] or via mail at 101 Townsend St. San Francisco, CA 94107.

Expected salary:

Location: Austin, TX

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