Escalation Engineer, Cloudflare
CDN Developer Platform
More information about location
2 days a week in office
Web performance and security platform
Be an early applicant
Web performance and security platform
1001+ employees
Be an early applicant
More information about location
2 days a week in office
1001+ employees
Company mission
Cloudflare's mission is to help build a better Internet that is bold and ambitious.
Role
Who you are
- Minimum of 3 years’ hands-on experience supporting or engineering Application/Developer focused products
- Web Technologies: In-depth understanding of HTTP/S, RESTful APIs, and common web frameworks
- Front-end Performance: Knowledge of browser rendering, DOM manipulation, and optimization techniques for client-side applications
- Back-end Performance: Familiarity with server-side architecture, database interactions, and API performance tuning
- Developer Tools: Proficiency with tools like Chrome DevTools, curl, and IDE debuggers for diagnosing application issues
- Cloud Platforms: Understanding of cloud-native architectures, containerization (Docker, Kubernetes), and serverless functions
- Observability: Experience with monitoring, logging, and tracing tools (e.g. Sentry, Prometheus, Grafana, ELK stack, Jaeger) for application health and performance
- Security Principles: Awareness of common application vulnerabilities (OWASP Top 10), secure coding practices, and API security
- Developer Experience: Appreciation for developer workflows, SDKs, and API documentation
- Performance Optimization: Knowledge of caching strategies, CDN concepts, and load balancing
- Proficiency in application troubleshooting using profiling and tracing tools (e.g., Dynatrace, New Relic, OpenTelemetry)
- 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
- You are familiar with Cloudflare and are actively using our platform
- Experience with regular expressions
- Knowledge of web programming (HTML, Javascript, PHP) and scripting (bash, Python)
- Experience managing/configuring non-HTTP applications (email, DNS, FTP, SSH, etc.)
What the job involves
- 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 Application Performance and Developer Platform products such as Cache, Images, Cloudflare Pages, R2, D1, Rules, Speed, Stream, Workers, 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
Our take
Cloudflare is a multi-service global network that provides web security and infrastructure, DDoS mitigation services, and a content delivery network. Founded in 2009, Cloudflare has risen to become an industry giant, with around 25 million global internet properties on its network.
Cloudflare has been responsible for a number of admirable initiatives, offering free web protection to human rights groups, journalists, artists, and US election websites. This goes some way to counteracting the flak Cloudflare has received in some circles for the controversial groups and users who use its services. This chequered history, however, has not affected its over 80% market share in the content delivery network field.
This is perhaps in part because it has proven sharp at staying abreast of the rapidly morphing tech and digital space and customer demands. For example, Cloudflare is shifting to 100% renewable energy usage to create a zero-emissions internet, and in 2020 released a feature that would help users navigate data privacy regulations by selecting where their data is stored.
The cloud infrastructure market reached $53 billion in 2022. While the Big 3 (Amazon, Microsoft, and Google) own 65% of the market, that still leaves billions of dollars left for companies such as Cloudflare. Its ambitious and successful work is likely to continue being a crucial feature of the web, but in 2023, placed it in the crosshairs of hackers looking to exploit its infrastructure. The beginning of 2024 saw Cloudflare vow to bolster its security and patch vulnerabilities.
Steph
Company Specialist at Welcome to the Jungle
Insights
16% employee growth in 12 months
Company
Company benefits
- Minimum 8 weeks of paid parental leave
- Equal opportunity employer
- Unlimited paid time off policy
- Work from home opportunities
- Medical, Dental & Vision Insurance
- Life Insurance, Disability Insurance
- 401(k) plans
- Family planning and fertility program
- Gym discounts
- Commuter Benefits Program
Company HQ
China Basin, San Francisco, CA
Leadership
Lee Holloway
(Lead Engineer)Lee started their career as an Engineer at Homewarehouse for a year before working at Unspam Technologies for 4 years. They co-created Project Honey Pot in 2004 and Cloudflare in March 2009, serving as Lead Engineer of both to present.
Michelle Zatlyn
(President & COO)Having worked for Investor Economics and I Love Rewards for a combined 4 years, Michelle worked at Toshiba for 3 years as a Product Manager. She then co-founded Cloudflare in 2009 as COO, and has served as President since 2020. She is also a Board Member at Atlassian.
Matthew Prince
(CEO)Matthew studied for an MBA at Harvard Business School before co-founding Unspam Technologies in December 2001, and Cloudflare as CEO in March 2009.
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