Cloudflare Escalation Specialist

3 days ago


San Francisco, California, United States Cloudflare, Inc. Full time

About Cloudflare

At Cloudflare, we are committed to building a better Internet. We operate 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. Our platform protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code.

We help our customers realize their full potential by providing them with the tools they need to succeed in today's digital landscape. As a company, we value diversity, inclusivity, and innovation, and we strive to create an environment where everyone can thrive.

Job Description

The Cloudflare Escalation Engineer will be responsible for performing deep technical troubleshooting for complex issues. This role owns the customer escalation process and works closely with various teams to identify product bugs, network problems, and platform issues. The successful candidate will foster close relationships with SRE, Network, Engineering, and Product teams, acting as an escalation point, isolating and replicating problems, and gathering technical information and expectations.

Responsibilities

  • Provide coverage (shift rotation including weekends and Pacific Time hours) 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

Requirements

  • 2-3 years of technical troubleshooting experience, preferably in 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

Compensation

The estimated annual salary for this role is $105,000 - $129,000, depending on the work location. For Colorado-based hires, the estimated annual salary is $91,000 - $111,000. For Bay Area-based hires, the estimated annual salary is $111,000 - $135,000.

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

What Makes Cloudflare Special?

We're not just a highly ambitious technology company; we're a team that values diversity, inclusivity, and innovation. We're committed to protecting the free and open Internet, which is why we offer a range of programs and services to help our customers achieve their goals.



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