About the company
At Cloudflare, we are on a mission to help build a better Internet. Today the company runs one of the world’s largest networks that powers millions of websites and other Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by Cloudflare all have web traffic routed through its intelligent global network, which gets smarter with every request. As a result, they see significant improvement in performance and a decrease in spam and other attacks. Cloudflare was named to Entrepreneur Magazine’s Top Company Cultures list and ranked among the World’s Most Innovative Companies by Fast Company.
At Cloudflare, we’re not looking for people who wait for a polished roadmap; we’re looking for the builders who see the cracks in the Internet that everyone else has simply learned to live with. We value candidates who have the instinct to spot a "normalized" problem and the AI-native curiosity to create a solution using the latest tools. Our culture is built on iteration, leveraging AI to ship faster today to make it better tomorrow, while ensuring that every improvement, no matter how small, is shared across the team to lift everyone up. If you’re the type of person who values curiosity over bureaucracy, and that AI is a partner in solving tough problems to keep the Internet moving forward, you’ll fit right in.
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 our 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, as well as updating other internal- and public-facing documentation as needed.
- Provide feedback on our product and potential improvements based on customer interactions
- Support the team in testing new releases and reporting bugs
- Perform other duties/projects as assigned
Requirements
- 3-5 years of experience working in a technical Customer Support role, preferably as part of a team working with large enterprise customers
- Self-driven and comfortable learning new technologies and systems on an ongoing basis
- 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, etc.
- Experience writing scripts in Bash, Python, JavaScript, or other scripting languages
- Experience installing and configuring web servers like Apache, Nginx, and/or IIS
Conditions
- This is a full-time, Tuesday-Saturday role requiring a firm start time of 11:00 AM Central Time to align with our global operations. This role requires you to be able to come into our Austin office twice a week.