Job Description

About Us

Cloudflare is on a mission to help build a better Internet. The company runs one of the worlds largest networks powering websites and Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies. Cloudflare protects and accelerates Internet applications without requiring hardware, software installation, or code changes. Web traffic for Cloudflare-powered properties is routed through its global network, improving performance and reducing spam and attacks. Cloudflare has been named to Entrepreneur Magazines Top Company Cultures list and ranked among the Worlds Most Innovative Companies by Fast Company.

We value curiosity and empathy and are committed to developing ourselves and learning new skills. We strive for a diverse and inclusive team and hire based on potential while supporting team members throughout their time at Cloudflare. Join us!

Locations available: Singapore, Sydney (Australia), Tokyo (Japan), or Kuala Lumpur (Malaysia).

About the Team

The Cloudflare Customer Support Team solves complicated problems and answers technical questions via phone, email, chat, and social media. We assist everyone from Wordpress bloggers using our services for free to global Enterprise customers with petabytes of web traffic. We are the eyes and ears of Cloudflare, acting as the real-time voice of the customer to convey needs and real-world use cases back to the company for better service and product development.

What Youll Do

Do you love solving complex technical issues and interacting with people? Are you passionate about providing premium-level support to customers? Cloudflare is seeking an experienced Network Security Engineer to join our team and support our largest and most technically sophisticated customers in resolving technical problems, threats, or attacks on their infrastructure at OSI Layers 3, 4, and 7. This role spans Cloudflare products from Magic Transit Infrastructure Protection, Argo Smart Routing, DDoS mitigation, Network Firewall, to the Web Application Firewall (WAF), Spectrum, and Rate Limiting to help customers.

• Serve as a trusted technical advisor for enterprise customers, responding to and resolving inquiries and incidents related to network security and performance, while delivering timely, high-quality, personalized assistance.
• Collaborate with customers to diagnose, troubleshoot, and resolve complex technical issues involving DDoS mitigation, firewall rules, SSL/TLS, network verification, and other security configurations.
• Create and maintain knowledge base articles, technical guides, and troubleshooting documentation for internal and customer use.
• Analyze traffic signatures and attributes (IP addresses, cookie variations, headers, JavaScript footprints) to distinguish good traffic from malicious traffic.
• Provide DDoS mitigation guidance for OSI layers 3, 4, and 7 using Cloudflare tools like Magic Transit, Network Firewall, WAF, IP reputation lists, packet inspection, blocklisting, allowlisting, and rate limiting.
• Collaborate with Engineering and Product teams to improve products and tools.

What Were Looking For

• Minimum of 4 years experience as a Network Security Engineer, Technical Support Engineer, or Sr. Support Engineer supporting networking or web security products.
• Exceptional troubleshooting and problem-solving skills, with the ability to simplify complex concepts for customers.
• Strong customer service orientation and communication skills, both written and verbal, fluent in English and preferably a second language such as Mandarin, Hindi, Tamil, Korean, or Japanese.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.
• Strong understanding of network protocols including TCP/IP, DNS, and BGP, with a focus on anycast routing concepts and tools such as iptables and looking glass.
• Experience troubleshooting network connectivity issues, BGP routing, GRE tunnels, and performing packet capture analysis.
• Proficiency with command-line tools (curl, dig, traceroute, openssl, git).
• Experience with web server installation and configuration (Apache, Nginx, Caddy, IIS) in a hosting environment.
• Ability to write scripts in Bash, Python, JavaScript, or other scripting languages.
• Experience with PostgreSQL, MySQL, MS SQL, and other database servers.
• Bachelors degree in Computer Science, Cybersecurity, or related field (or equivalent experience).
• Relevant certifications such as CISSP, GCIA, GCIH, GCFA, GCFE, or equivalent.

What Makes Cloudflare Special?

We are not just a highly ambitious, large-scale technology company; we have a soul. Our mission to help build a better Internet includes protecting the free and open Internet.

Project Galileo : Since 2014, we have equipped more than 2,400 journalism and civil society organizations in 111 countries with tools to defend themselves against attacks that would censor their work, used by Cloudflares enterprise customers at no cost.

Athenian Project : In 2017, we created the Athenian Project to ensure state and local governments have high protection and reliability for free, serving more than 425 local government election websites in 33 states.

1.1.1.1 : We released 1.1.1.1 to help build a faster, more secure, and privacy-centric public DNS resolver. It is publicly available, and we do not store client IP addresses or sell data to advertisers. We will continue to abide by our privacy commitments.

Sound like something youd like to be part of? Wed love to hear from you!

This position may require access to information protected under U.S. export control laws. Offers may be conditioned on authorization to receive software or technology controlled under U.S. export laws without sponsorship for an export license.

Cloudflare is proud to be an equal opportunity employer. We are committed to providing equal employment opportunity for all people and value diversity and inclusiveness. All qualified applicants will be considered without regard to race, color, religion, sex, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship, age, disability, or any other protected basis. We are an AA/Veterans/Disabled Employer.

Cloudflare provides reasonable accommodations to qualified individuals with disabilities. If you require an accommodation to apply, please contact hr@cloudflare.com or via mail at 101 Townsend St., San Francisco, CA 94107.

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