Customer Solutions Engineer, Cloudflare

• No matter your background, you have natural curiosity and desire to identify root causes of strange problems and the most elegant and efficient solutions
• Fundamentally, you are enamored with how the internet works
• Fluent in English (Portuguese or Spanish as second language is a plus)
• 5+ years of prior post-sales customer relationship management
• Deep understanding of how the internet works and the desire to expand that knowledge. For example:
• Layers and protocols of the OSI model, such as TCP/IP, TLS, DNS, HTTP
• Reverse and forward proxies and the applications of both
• Security aspects of an internet property, such as Firewalls, WAFs, Bot Management, Rate Limiting, (M)TLS, Zero Trust
• Performance aspects of an internet property, such as Speed, Latency, Caching, HTTP/2, TLSv1.3
• Enjoying the adventure of troubleshooting and solving technical problems
• Understanding why Cloudflare plays an increasingly important role on today’s internet
• Ability to proactively identify and solve problems then build sustainable solutions to prevent recurrence
• Demonstrated experience with a scripting language (e.g. Python, JavaScript, Bash) and a desire to expand those skills
• Technical curiosity and passion: Cloudflare is at the cutting edge of internet technology, and our CSEs are viewed as subject-matter experts. It’s incumbent on us to stay up to date not only with Cloudflare’s specific products, but with industry trends
• Ability to manage a project, work to deadlines, and prioritize between competing demands

Desirable

• As a Customer Solutions Engineer (CSE) how the role is called internally, you will be the trusted technical advisor throughout a customer’s lifecycle
• You are a product expert and will leverage your knowledge to ensure our Enterprise customers understand and utilize the Cloudflare platform to its fullest extent
• Your goal is to help customers be successful and derive the most value possible from their Cloudflare investment
• As a CSE, you strive to understand customer requirements and issues at the molecular level
• You will work closely with the Customer Success Manager (CSM) as well as every other team at Cloudflare, from Sales and Product to Engineering and Customer Support
• Customer success will drive you through the entire organization as you seek out and implement scalable solutions for your customer’s needs
• As a critical member of the Customer Success Team, you will serve as a trusted technical advisor, help expand existing business, and ensure the success of our customers
• You will be part of a regional team and will work closely with CSMs supporting the regional book of business
• From a technical perspective, as part of the account team, your primary responsibilities will be to deliver a timely and organized onboarding for customers, ensure customers see the full value in Cloudflare's products, and advise on technical best practices
• Ensure customer retention and expansion through relationship building and participation in periodic account reviews to contribute your expertise on technical topics
• Provide customers with clear proactive technical guidance and expertise across all our products
• Collaborate with Customer Support, Engineering, and other teams to assist with technical escalations
• Proactively identify opportunities for expansion for existing customers
• Promote retention by capturing and communicating gaps in product or features
• Contribute towards the success of the CSE organization through knowledge-sharing activities such as contributing to internal and external documentation, answering technical Q&A, and helping iterate on best practices
• The role may requires 20-30% travel to attend meetings with customers, attend conferences, and other industry events, and to collaborate with your Cloudflare teammates