Fulfill support requests by communicating with Cloudflare customers via chat, email, and phone
Collaborate with senior engineers to analyze and troubleshoot customer issues
Track support requests using our ticketing system
Participate in team meetings to discuss and share feedback
Help create and update technical documentation and runbooks
Provide feedback on our product and potential improvements based on customer interactions
Support the team in testing new releases and reporting bugs
Perform other duties/projects as assigned

3-5 years of experience working in a technical Customer Support role, preferably as part of a team working with large enterprise customers
Self-driven and comfortable learning new technologies and systems on an ongoing basis
Excellent written and verbal communication skills
Strong understanding of how the Internet works at OSI Model layers 3, 4, and 7
Strong understanding of DNS, SSL/TLS, and HTTP(S) protocols
General understanding of HTTP reverse proxying, caching, and load balancing
Experience using Linux and associated command line tools, including curl, dig, traceroute, openssl, git, etc.
Experience writing scripts in Bash, Python, JavaScript, or other scripting languages
Experience installing and configuring web servers like Apache, Nginx, and/or IIS

Technical Support Engineer, Application Performance

Key skills