About the company
Cloudflare runs one of the world's largest networks that powers millions of websites and Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies. The Customer Support Team resolves complex issues and provides technical assistance across various channels.
Responsibilities
- Fulfill support requests by communicating with Cloudflare customers via chat, email, and phone
- Collaborate with senior engineers to analyze and troubleshoot customer issues
- Track support requests using the ticketing system
- Participate in team meetings to discuss and share feedback
- Help define and update AI skills and conversational journeys to ensure up-to-date knowledge is available in automated workflows
- Provide feedback on product and potential improvements based on customer interactions
- Support the team in testing new releases and reporting bugs
Requirements
- 3-5 years of experience working in a technical Customer Support role, preferably with large enterprise customers
- Self-driven and comfortable learning new technologies and systems
- Excellent written and verbal communication skills
- Strong understanding of how the Internet works at OSI Model layers 3, 4, and 7
- Strong understanding of DNS, SSL/TLS, and HTTP(S) protocols
- General understanding of HTTP reverse proxying, caching, and load balancing
- Experience using Linux and associated command line tools, including curl, dig, traceroute, openssl, git
- Experience writing scripts in Bash, Python, JavaScript, or other scripting languages
- Experience installing and configuring web servers like Apache, Nginx, and/or IIS
Nice to have
- Prior experience with the Cloudflare platform
- Experience troubleshooting network connectivity issues, BGP routing, and GRE tunnels
- Experience configuring network or application firewalls
- Degrees or certifications in Computer Science, Information Technology
- Fluency in Mandarin, Spanish, and/or Portuguese
Conditions
- Hybrid - Austin, TX
- Full-time, Tuesday-Saturday role requiring a firm start time of 11:00 AM Central Time
- Requires coming into the Austin office twice a week