Customer Solutions Engineer, Cloudflare
+ Cloudflare’s equity plan + Employee Stock Participation Plan
More information about location
Web performance and security platform
Be an early applicant
Web performance and security platform
1001+ employees
Be an early applicant
+ Cloudflare’s equity plan + Employee Stock Participation Plan
More information about location
1001+ employees
Company mission
Cloudflare's mission is to help build a better Internet that is bold and ambitious.
Role
Who you are
- Fluency in English is required. Spanish and/or Portuguese fluency also required
- 3+ 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
What the job involves
- As a Digital Customer Solutions Engineer, (CSE), you will be the trusted technical advisor throughout a customer’s lifecycle
- You are a Cloudflare 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 Digital CSE, you strive to understand customer requirements and issues at the molecular level
- 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
- You will work closely with Digital Customer Success Managers (CSMs) 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 Digital team you will serve as a trusted technical advisor, help expand existing business, and ensure the success of our customers via limited 1:1 engagements, and 1:many success events:
- You will be part of a regional pool of CSMs and CSEs supporting customers needs
- From a technical perspective, 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 via 1:many events and limited 1:1 engagements
- You will take part in content creation and delivery for technical customer workshops for your area of expertise
- Provide customers with clear proactive technical guidance and expertise across your main specialization, and in a secondary area of expertise
- 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
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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