Customer Solutions Engineer, Cloudflare

• 5+ years of prior post-sales customer relationship management
• Experience with 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, or 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, or TLSv1.3
• Enjoy the adventure of troubleshooting technical problems
• Understand why Cloudflare plays an important role on today’s internet
• Proactively identify and solve problems then build sustainable solutions to prevent recurrence
• 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
• Manage a project, and prioritize between competing demands

Desirable

• You will be part of a regional team and will work with CSMs supporting the regional book of business
• From a technical perspective, as part of the account team, your primary responsibilities will be to achieve 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 technical guidance and expertise across all our products
• Work with Customer Support, Engineering, and other teams to assist with technical escalations
• Identify opportunities for expansion for existing customers
• Promote retention by capturing and communicating gaps in product
• Contribute to the success of the CSE organization through knowledge-sharing activities such as contributing to our documentation, answering technical Q&A, and helping improve on best practices
• The role requires 20-50% travel to attend meetings with customers, attend conferences, and other industry events, and to work with your Cloudflare teammates (post-COVID)