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Trust & Safety Investigator, Critical Escalations

3 months ago

Other US Location Cloudflare Full time

About Us
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.
We realize people do not fit into neat boxes. We are looking for curious and empathetic individuals who are committed to developing themselves and learning new skills, and we are ready to help you do that. We cannot complete our mission without building a diverse and inclusive team. We hire the best people based on an evaluation of their potential and support them throughout their time at Cloudflare. Come join us
Trust & Safety Investigator - Critical Escalations
Location: Austin
People need to Trust Cloudflare. Our team is responsible for trust in everything that Cloudflare does. Trust & Safety responds to claims of abuse and legal requests for private customer data for a vast and diverse customer base while maintaining Cloudflare's core principles of transparency, consistency, and due process. We navigate the complex web of country-specific law enforcement demands and content-related regulations on a global scale.
We are looking for a thoughtful, detail-oriented Investigator on Cloudflare's Trust and Safety Critical Escalations team. In this role, you will assist with triaging sensitive, high profile, and escalated Trust & Safety requests. Not only will you address requests that affect our customers, but you will assist the team that proactively identifies and mitigates high risk situations with a significant potential for broad impact. You have experience in dynamic and fast pasted environments.
Responsibilities:

  • Be part of a world class globally-distributed team.
  • Assist with the prioritization and processing of abuse complaints regarding DMCA, Trademark, Phishing, CSAM, and escalated issues.
  • Become a technical resource that earns the trust of customer stakeholders.
  • Excellent written and verbal communication and comfortable interacting with variety of senior stakeholders across various disciplines.
  • Ensure quality work in all aspects of Escalation Management in support tickets, customer-facing Root Cause Analysis (RCA) documents, senior executive readouts as applicable, etc.
  • Be responsible for performing operations seamlessly and timely Service-Level Agreement (SLA) delivery along with maintaining high levels of stakeholder satisfaction.
  • Partner with other teams in the company, including Policy, Legal, and the Product teams to ensure our processes are carried out in a scalable fashion.
  • Deal with sensitive content and emotionally charged escalations with tact and a calm demeanor.
  • You may be part of the rotating weekend, off-hour and public holidays coverage responsibilities.

Requirements:

  • You have 3-5 years of anti-abuse or support escalations experience at an Internet Service Provider, hosting provider, or similar type of role.
  • Demonstrate working knowledge of DNS and how the Internet works
  • Working knowledge of the domain name registration / registrar space
  • Experience managing sensitive content and emotionally charged escalations with tact and a calm demeanor
  • You have a strong anti-abuse and/or support escalation background
  • Strong written and verbal communication skills, attention to detail and ability to manage multiple projects and tasks

Bonus Points:

  • Experience with the legal considerations related to hosted material (notice & takedown).
  • You've worked with lawyers, and legal teams.
  • Familiarity with DMCA (Digital Millennium Copyright Act), copyright, and trademark issues.

Please note: This job description is intended to provide a general overview of the role and may be modified as necessary to align with the company's evolving needs.
What Makes Cloudflare Special?
We're not just a highly ambitious, large-scale technology company. We're a highly ambitious, large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet.
Project Galileo: We equip politically and artistically important organizations and journalists with powerful tools to defend themselves against attacks that would otherwise censor their work, technology already used by Cloudflare's enterprise customers--at no cost.
Athenian Project: We created Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free, so that their constituents have access to election information and voter registration.
Path Forward Partnership: Since 2016, we have partnered with Path Forward, a nonprofit organization, to create 16-week positions for mid-career professionals who want to get back to the workplace after taking time off to care for a child, parent, or loved one.
1.1.1.1: We released to help fix the foundation of the Internet by building a faster, more secure and privacy-centric public DNS resolver. This is available publicly for everyone to use - it is the first consumer-focused service Cloudflare has ever released. Here's the deal - we don't store client IP addresses never, ever. We will continue to abide by our privacy commitment and ensure that no user data is sold to advertisers or used to target consumers.
Sound like something you'd like to be a part of? We'd love to hear from you
This position may require access to information protected under U.S. export control laws, including the U.S. Export Administration Regulations. Please note that any offer of employment may be conditioned on your authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license.
Cloudflare is proud to be an equal opportunity employer. We are committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness. All qualified applicants will be considered for employment without regard to their, or any other person's, perceived or actual race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship, age, physical or mental disability, medical condition, family care status, or any other basis protected by law. We are an AA/Veterans/Disabled Employer.
Cloudflare provides reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job. Examples of reasonable accommodations include, but are not limited to, changing the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. If you require a reasonable accommodation to apply for a job, please contact us via e-mail at or via mail at 101 Townsend St. San Francisco, CA 94107.