Remote Senior Escalation Engineer

Summary

Join Cloudflare's Customer Support Team as a Senior Escalation Engineer and become a key player in resolving complex technical issues for our diverse clientele. You will be responsible for deep technical troubleshooting, owning the customer escalation process, and collaborating with various teams to identify and resolve product bugs, network problems, and platform issues. This role demands at least two years of customer-facing technical experience and excellent communication skills. You will need expertise in troubleshooting application and network infrastructure, proficiency with Linux command-line tools and data analysis tools, and the ability to manage multiple priorities effectively. The ideal candidate will also possess strong leadership qualities and a collaborative spirit. Cloudflare offers a unique and rewarding work environment committed to building a better internet.

Requirements

• Minimum 2 years of customer-facing technical experience, preferably technical support or system reliability engineering
• Excellent verbal and written communication skills, ability to disseminate clear and appropriate information to both business and technical audiences
• Able to manage multiple priorities, commitments, and projects

Responsibilities

• Provide coverage (shift rotation including weekends) for technical troubleshooting of escalated issues
• Triage Customer Escalation issues to find the quickest most efficient path of resolution
• Work cross-functionally with various teams across the company from engineering to sales

Preferred Qualifications

• Extensive technical support experience
• Experience troubleshooting application protocols (L7 - DNS, HTTP, etc)
• Experience troubleshooting network infrastructure (L3/L4)
• Expert with Linux command line tools (curl, dig, git, traceroute, mtr)
• Expert at analyzing data using tools like grafana, kibana, and SQL
• Able to clarify complex technical issues and coordinate efforts to resolve
• Able to identify and share/suggest process improvements
• Demonstrated leadership, prior mentoring experience
• Self-motivated, self-directed, strong relationship building, can positively influence the actions of others, team player
• Comfortable handling inbound and outbound customer calls
• Experience with regular expressions
• Knowledge of web programming (HTML, Javascript, PHP) and scripting (bash, Python)
• Experience managing/configuring non-HTTP applications (email, DNS, FTP, SSH, etc.)