Senior Technical Support Engineer, Application Performance

Available Locations: Hybrid - Austin, TX
Schedule: This is a full-time, Monday-Friday role requiring a firm start time of 7:00 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.
About the Department
The Customer Support Team is dedicated to resolving complex issues and providing technical assistance across various channels, including phone, email, chat, and social media. Our team passionately advocates for all customers, from individual Wordpress bloggers to Fortune 500 customers handling millions of clients daily. By actively listening to real-world pain points and use cases, we serve as the vital link between our customers and the rest of Cloudflare and play a key role in building a better Internet every day!
What You'll do
As a Senior Technical Support Engineer at Cloudflare, you will be responsible for working with your peer Support engineers and cross-functional teams to tackle the toughest issues for our highest-profile customers. You'll gain hands-on experience with our products, learn the inner workings of Cloudflare's offerings, and continue to extend and deepen your understanding of foundational internet technologies. This role also provides opportunities to develop valuable technical and professional skills as well as job shadowing experiences to explore different roles within the company.
Responsibilities

• Own the toughest technical challenges and escalations within the scope of the Customer Support while maintaining high standards of individual and team performance
• Maintain clear, timely, and productive communications with customers via our ticketing system and phone support channels
• Become a go-to resource for technical and process knowledge inside and outside the Support organization
• Proactively identify and execute on opportunities for team growth and improvement
• Assist with training and mentoring other team members
• Help create and update technical documentation and runbooks
• 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

Required Skills and Experience

• 5-7 years of experience working in a technical Customer Support role supporting large enterprise and SMB clients
• Excellent written and verbal communication skills
• Self-driven and comfortable learning new technologies and systems on an ongoing basis
• 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
• Strong 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

Preferred Skills and Experience

• Prior experience with the Cloudflare platform, especially for personal projects/websites
• Experience troubleshooting network connectivity issues, BGP routing, and GRE tunnels
• Experience configuring network or application firewalls
• Experience with web development and/or web hosting
• Degrees or certifications in Computer Science, Information Technology, and related fields
• Fluency in Mandarin, Spanish, and/or Portuguese