Cloudflare Inc: Technical Escalation Expert

7 days ago


San Francisco, California, United States Cloudflare Inc Full time

About Cloudflare

At Cloudflare, we are committed to building a better Internet. With one of the world's largest networks, we power millions of websites and other online properties for customers ranging from individual bloggers to Fortune 500 companies. Our mission is to protect and accelerate any Internet application without adding hardware, installing software, or changing a line of code.

Our global network gets smarter with every request, resulting in significant performance improvements and a decrease in spam and other attacks. We have been recognized as an Top Company Culture by Entrepreneur Magazine and among the World's Most Innovative Companies by Fast Company.

We believe that people do not fit into neat boxes. We seek curious and empathetic individuals who are committed to developing themselves and learning new skills. We offer our employees opportunities for growth and development, and we are looking for talented professionals to join our team.

Job Location

Austin, TX | Atlanta, GA | Denver, CO | New York, NY | San Francisco, CA | Seattle, WA | Washington DC

About the Department

The Cloudflare Customer Support Team plays a critical role in solving complicated problems and answering technical inquiries via email, chat, phone, and social media. We act as the voice of the customer, communicating their needs and real-world use cases back to the rest of the company to improve service and product development.

The Job

We are seeking an experienced Technical Escalation Expert to perform deep, technical troubleshooting for complex issues. This role owns the customer escalation process and works closely with Product and Engineering teams to identify product bugs, network problems, and platform issues.

Responsibilities

  • Provide coverage 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

Bonus Points

  • Experience with regular expressions
  • Knowledge of web programming (HTML, Javascript, PHP) and scripting (bash, Python)

Salary and Benefits

The estimated annual salary for this position is $105,000 - $129,000, depending on work location. This role is eligible to participate in Cloudflare's equity plan. We also offer a comprehensive package of benefits and programs to support your health, well-being, and financial security, including medical/Rx insurance, dental insurance, vision insurance, flexible spending accounts, commuter spending accounts, fertility & family forming benefits, and more.



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