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Customer Solutions Engineer, APJC
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About the Role
As a Customer Solutions Engineer (CSE), you will be the trusted technical advisor throughout a customer’s lifecycle. You are a product expert and will leverage your knowledge to ensure our Enterprise customers understand and utilize the Cloudflare platform to its fullest extent. Your goal is to help customers be successful and derive the most value possible from their Cloudflare investment.
As a CSE, you strive to understand customer requirements and issues at the molecular level. No matter your background, you have natural curiosity and desire to identify root causes of strange problems and the most elegant and efficient solutions. Fundamentally, you are enamored with how the internet works.
You will work closely with Account Executive (AE), Customer Success Manager (CSM) as well as every other team at Cloudflare, from Sales and Product to Engineering and Customer Support. Customer success will drive you through the entire organization as you seek out and implement scalable solutions for your customer’s needs.
Responsibilities
As a critical member of the Account Team you will serve as a trusted technical advisor, help expand existing business, and ensure the success of our customers:
You will be part of a regional revenue team and will work closely with AEs & CSMs on the regional book of business
From a technical perspective, your primary responsibilities will be to ensure customers see the full value in Cloudflare's products, and advise on technical best practices, and help customers with technical challenges
Ensure customer satisfaction, adoption, retention and expansion through relationship building and participation in periodic account reviews to contribute your expertise on technical topics
Provide customers with clear proactive technical guidance and expertise across all our products
Collaborate with Customer Support, Engineering, and other teams to assist with technical escalations
Proactively identify opportunities for expansion for existing customers
Promote retention by capturing and communicating gaps in product or features
Contribute towards the success of the CSE organization through knowledge-sharing activities such as contributing to internal and external documentation, answering technical Q&A, and helping iterate on best practices
The role requires 10-30% travel to attend meetings with customers, attend conferences, and other industry events, and to collaborate with your Cloudflare teammates
Skills needed:
Professional Fluency in Mandarin & English
Deep understanding of networking knowledge and how the internet works:
Great understanding of TCP/IP and BGP
Experience with GRE/IPSec
Knowledge with Network Routing/Firewall
Understanding of networking with Cloud providers (AWS, Azure) knowledge
Basic Linux commands and API knowledge
Security knowledge
Ability to proactively identify and solve problems then build sustainable solutions to prevent recurrence
Demonstrated experience with a scripting language (e.g. JavaScript, Bash) and a desire to expand those skills
Technical curiosity and passion: Cloudflare is at the cutting edge of internet technology, and our CSEs are viewed as subject-matter experts. It’s incumbent on us to stay up to date not only with Cloudflare’s specific products, but with industry trends.
Ability to manage a project, work to deadlines, and prioritize between competing demands
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