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Advanced Technical Support Professional
3 weeks ago
We're looking for a Technical Support Engineer to join our team. The ideal candidate will have a strong background in troubleshooting and problem-solving, with experience working with complex technical systems.
About the JobThis role is focused on providing advanced support for enterprise customers using Cloudflare's Zero Trust platform. You'll be working directly with customers to diagnose and remediate configuration and integration challenges with authentication protocols (e.g., SSO, SAML, OIDC) and network security settings.
You'll also be responsible for creating and maintaining knowledge base articles, technical guides, and troubleshooting documentation for internal and customer use.
As a key member of our Customer Support Team, you'll be working closely with Cloudflare's Product, Engineering, and Security teams to escalate and resolve advanced customer issues.
Requirements- A minimum of 4 years experience working as a Support Engineer / Sr. Support Engineer supporting networking or web security products.
- Exceptional troubleshooting and problem-solving skills, with the ability to simplify complex concepts for customers.
- Strong customer service orientation and communication skills, both written and verbal, fluent in English and preferably a second language like Mandarin, Hindi, Tamil, Korean or Japanese.
- Ability to work independently and collaboratively in a fast-paced, dynamic environment.
- Experience supporting and troubleshooting multi-factor mechanisms (TOTP, SMS, FIDO, U2F, WebAuth, EMAIL, Push MFA, etc).
- Hands-on experience with identity and access management (IAM) systems, such as Okta, Ping Identity, or Azure Active Directory.
- Strong knowledge of authentication protocols (SAML, OIDC, LDAP) and secure web gateway technologies.
- Proficiency in networking fundamentals, including DNS, VPNs, firewalls, and traffic routing.
- Experience supporting cloud platforms (AWS, Azure, GCP) and SaaS application integrations.
- You have worked with PostgreSQL, MySQL, MS SQL or other database servers.
- Bachelor's degree in Computer Science, Cybersecurity, or a related field (or equivalent experience).
- Relevant certifications such as Cloudflare Certified Zero Trust Specialist, CISSP, or CCSP.
We offer a range of benefits to our employees, including comprehensive health insurance, retirement plans, and paid time off.
We're committed to providing equal employment opportunities for all people, regardless of their perceived or actual race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship, age, physical or mental disability, medical condition, family care status, or any other basis protected by law.
What Makes Us SpecialWe're a highly ambitious technology company with a soul. We're not just building software - we're building a better Internet.
We're proud to be an AA/Veterans/Disabled Employer.
