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Technical Support Engineer
2 months ago
Job Locations: Remote, Mexico City, MX
To the attention of candidates (Mexico City):
This role requires full time work over the Weekends. Candidates should be comfortable working with a “Wed-Sun” or “Sat-Wed” 5-day working week schedule. Candidates MUST have right-to-work in Mexico. Visa sponsorship is NOT provided for this position.
About the Department
The Customer Support Team solves complicated problems and answers technical inquiries via phone, email, chat, and social media. Whether it is a WordPress blogger using our services for free or a global Enterprise business with petabytes of web traffic, our team is always eager to assist. We are the eyes and ears of Cloudflare, acting as the real-time voice of the customer to help communicate their needs and real-world use cases back to the rest of the company - to help build a better service and future product development.
What You’ll Do
Do you love solving complex problems and interacting with people? Are you passionate about helping customers and a standout colleague? Cloudflare is seeking a Technical Customer Support Engineer to join our team. You will work with customers on a variety of technical support issues as well as the Technical Operations team that is responsible for running our global distributed network. This is a position where you will learn the inner workings of Cloudflare's architecture and gain a deeper understanding of Internet technologies. You will focus on providing support for our Content Delivery products: Zero Trust, Workers, Speed, Images, Stream, CDN and others.
Examples of desirable skills, knowledge and experience
You have previous experience working as part of a team in a customer-facing role
You have experience solving DNS and other networking-related problems
You understand how the Internet works
You understand and have previous experience working with Identity and Access Management protocols and technologies (SSO, SAML, OAuth, Federation, SCIM, etc.)
You understand and have previous experience supporting and troubleshooting multi-factor mechanisms (TOTP, SMS, FIDO, U2F, WebAuth, EMAIL, Push MFA, etc).
You have experience working in a support role where you thrived every time you resolved a ticket
You are comfortable communicating through various support channels and always put the customer first
You are a motivated self-starter and always looking to expand your existing skillset
Flexibility to work holidays and rotational weekend shifts
Bonus Points
You are fluent in English, Spanish, Portuguese, German, Japanese, French or Mandarin
You are familiar with Cloudflare Zero Trust products (Zero Trust / Access / Gateway / Tunnel, WARP client) and have a site actively using our platform
You have a solid grasp of problem-solving with command line tools (dig / traceroute / curl / tcpdump)
You are familiar with Apache, Nginx, IIS, and other web servers
You are committed to gaining a deeper understanding of the following technologies: Zero Trust / Secure Web Gateway policies / Endpoint protections / security best practices (Certificates, Zero Trust, least privileged access etc)
You have worked with PostgreSQL, MySQL, MS SQL or other database servers
Equity
This role is eligible to participate in Cloudflare’s equity plan.
Benefits
Cloudflare offers a complete package of benefits and programs to support you and your family. Our benefits programs can help you pay health care expenses, support caregiving, build capital for the future and make life a little easier and fun The below is a description of our benefits for employees in the United States, and benefits may vary for employees based outside the U.S.
Health & Welfare Benefits
Medical/Rx Insurance
Dental Insurance
Vision Insurance
Flexible Spending Accounts
Commuter Spending Accounts
Fertility & Family Forming Benefits
On-demand mental health support and Employee Assistance Program
Global Travel Medical Insurance
Financial Benefits
Short and Long Term Disability Insurance
Life & Accident Insurance
401(k) Retirement Savings Plan
Employee Stock Participation Plan
Time Off
Flexible paid time off covering vacation and sick leave
Leave programs, including parental, pregnancy health, medical, and bereavement leave
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