Remote Network Operations Center Analyst

Summary

Join Cloudflare's Network Operations Center (NOC) team as a NOC Analyst to provide premium-level support for our largest and most technically sophisticated customers.

Requirements

• 3+ years experience in a customer-facing technical support role
• Modern internet protocols like HTTPS, UDP, TCP, etc
• Analysis of traffic for anomaly detection and creation of mitigation rules
• Knowledge of Cloudflare Products & Features
• Excellent communication skills with both an internal technical audience and a high-level customer stakeholder
• Command line / Bash shell
• Demonstrates excellent crisis management principles
• Strong multi-tasker with ability to quickly context switch
• Motivated self-starter who is always looking to improve and expand skills
• Flexible for scheduled holiday/weekend coverage

Responsibilities

• Configure and maintain custom alerting for availability and latency across Layer 7
• Maintain customer dashboards in Grafana, which will be used to monitor for alert signals
• Work closely with internal teams such as System Reliability Engineering, Infrastructure Engineering, and Network Engineering to alert against, and subsequently provide meaningful data on performance degradation
• Outreach to customers for triggered alerts, providing them with meaningful information on what alerts are firing and why
• Escalate impactful alerts to customer support and/or other internal teams
• Join customer calls to provide granular and frequent status updates on critical issues
• Compile historical reporting on a regular cadence to customers, including remediation steps

Preferred Qualifications

• Experience with prometheus queries, grafana, alertmanager, webhooks, and pagerduty
• You are familiar with Cloudflare and have a site actively using our platform