Do you love solving complex technical issues and interacting with people? Are you passionate about providing premium-level support to customers and are a standout colleague? Cloudflare is seeking an experienced Technical Support Engineer for Zero Trust to join our team. You will work with our largest and most technically sophisticated customers on a variety of technical support issues to ensure they can deploy and operate Cloudflare's Zero Trust solutions with confidence.

Serve as a trusted technical advisor, providing advanced support for enterprise customers using Cloudflare’s Zero Trust platform, including products like Access, Gateway, Cloudflare Tunnels, Cloudflare WAN and the Cloudflare One client (formerly known as Cloudflare WARP client).

Troubleshoot and resolve complex technical issues related to identity, device security, and secure application access.

Communicating and working directly with the customers via phone, video conference (ie Zoom, Google Meet), chat and tickets in Salesforce

Work directly with customers to diagnose and remediate configuration and integration challenges with authentication protocols (e.g., SSO, SAML, OIDC) and network security settings.

Create and maintain knowledge base articles, technical guides, and troubleshooting documentation for internal and customer use.

Partner with Cloudflare’s Product, Engineering, and Security teams to escalate and resolve advanced customer issues.

Provide feedback based on customer interactions to drive product improvements and ensure alignment with user needs.

Assist customers in identifying and responding to security incidents, leveraging Cloudflare’s threat intelligence and security tools.

Desirable Skills, Knowledge, and Experience

Availability to work the weekend shift (Saturday & Sunday)

You have a minimum of 3 years experience working as a Support Engineer / Sr. Support Engineer supporting networking or web security products.

Technical Support Engineer, Zero Trust

Responsibilities

Company

Cloudflare

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