At Cloudflare, we have our eyes set on an ambitious goal: to help build a better Internet. Today, Cloudflare runs one of the world’s largest distributed networks that powers more than 10 trillion requests per month, which is nearly 10 percent of all Internet requests worldwide. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code.
Our customers range from Fortune 500 companies and nonprofits to small businesses and budding entrepreneurs. We are working to create a faster, more secure, and more reliable experience for anyone online and given the scale at which we operate, our mission is big. Our team is hard at work shaping the future of the Internet by solving some of its toughest challenges. Come join us!
About the Department
The Cloudflare Customer Support Team solves complicated problems and answers technical questions 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, we are 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 - for better service and future product development.
What you'll do
Do you like solving complex problems? Are you an analytical thinker with a knack for non-linear logic? Do you enjoy interacting with people?
We are seeking a Technical Customer Support Engineer to join our team. You will work with our users on complicated technical support issues as well as the Technical Operations team that is responsible for running our global, distributed network. You will also build system security tools including writing web security firewall rules and build big data analytics tools. This is a position where you will learn the inner workings of Cloudflare's technology, while also getting to work directly with our customers, particularly in the APAC region.
Examples of desirable skills, knowledge and experience
Japanese verbal & written communication skills
2+ years of customer-facing technical support experience
Extensive experience troubleshooting DNS and networking-related issues
Familiarity with Linux and web programming
You understand DNS and how the Internet works
Experience with Apache, Nginx, IIS, and other web servers
You live at the command line, and only use a GUI when you have no other choice
You know that a curl isn't necessarily related to weightlifting or an Olympic sport
Experience working in a support role where you thrived every time you resolved a ticket
Strong communication skills that allow you to be a bridge between customers and the engineering team
B.S. in Computer Science or equivalent
Experience with PostgreSQL, MySQL, MS SQL, and other database servers
Experience with popular blogging platforms, forum software, and/or CRM software
Interest in web security
You have worked at a hosting company or a web development company
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.
Project Athenian: 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.
Sound like something you’d like to be a part of? We’d love to hear from you!
Cloudflare hires the best people based on an evaluation of their abilities and effectiveness. We don't discriminate against employees on the basis of any other personal characteristic or any classification protected by federal, state or local law.