Escalation Engineer, Cloudflare

• Minimum of 3 years’ hands-on experience supporting enterprise network and/or security environments
• Strong foundation in networking and security principles, technologies, and troubleshooting, including:
• TCP/IP fundamentals, including OSI model, IPv4/IPv6 addressing, subnetting, routing, and switching
• Common network protocols such as DNS, DHCP, HTTP/S, SNMP, SMTP, NTP, and FTP/SFTP
• Routing protocols including BGP, OSPF, and EIGRP, with an understanding of path selection
• Firewall concepts such as stateful/stateless inspection, rule sets, NAT, and ACLs
• VPN technologies and encryption methods (IPSec, SSL/TLS)
• Network segmentation and Zero Trust security models
• Intrusion detection and prevention (IDS/IPS)
• Endpoint and network threat mitigation strategies
• Security incident response processes and basic forensic principles
• Proficiency in network troubleshooting using packet capture and analysis tools (e.g., Wireshark, tcpdump)
• Excellent verbal and written communication skills, with the ability to convey technical information clearly to both technical and non-technical audiences
• Demonstrated ability to manage multiple priorities and projects effectively in a fast-paced environment
• Extensive technical support experience
• Expertise in troubleshooting application protocols (L7 - DNS, HTTP, etc)
• Expertise in 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

Desirable

• 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
• 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
• Serve as a subject-matter expert in supporting network, routing and transport layer protocols such as BGP, OSPF, IPSec, GRE, TCP, UDP, etc
• Serve as a subject-matter expert in supporting Security products and technologies such as WAF, Firewall, IPS, DDoS, etc
• Collaborate closely with engineering and product teams to escalate issues, provide root cause analysis, and contribute to product improvements
• Create and maintain detailed knowledge base articles, troubleshooting guides, and technical documentation
• Provide coverage (shift rotation, including possibility of weekends and Pacific Time hours) 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