Escalation Engineer - Zero Trust

Job Location: Austin, TX
About the Department
The Cloudflare Customer Support Team solves complicated problems and answers technical inquiries via email, chat, phone, and social media. From Enterprise corporations with petabytes of web traffic to Wordpress bloggers using our platform for free, we are here to help. Being the eyes and ears of Cloudflare, we act 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.
About the Department
The Customer Support Team solves complicated problems and answers technical inquiries 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, our team is 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 - to help build a better service and future product development.
Role Summary
The Cloudflare Escalation Engineer will perform deep, technical troubleshooting for complex, escalated issues. This role owns the customer escalation process and works with various Product and Engineering teams to identify product bugs, network problems, and platform issues. Escalation Engineers foster a close relationship with SRE, Network, Engineering and Product teams. They act as an escalation point, isolate/replicate problems, and gather technical information/expectation.
Role Responsibilities

• Serve as a subject matter expert in supporting Zero Trust technologies such as identity and access management (IAM), secure access service edge (SASE), endpoint security, and network segmentation tools.
• Troubleshoot complex technical issues across a broad set of systems including authentication flows (SSO, MFA), policy enforcement, and secure application access.
• Collaborate closely with engineering and product teams to escalate issues, provide root cause analysis, and contribute to product improvements.
• Create and maintain detailed knowledge base articles, troubleshooting guides, and technical documentation.
• Provide coverage (shift rotation including possibility of weekends and Pacific Time hours) 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

Role Requirements (Must-Have Skills)

• Solid understanding of Zero Trust principles and technologies such as:
• Identity and Access Management
• Endpoint Detection & Response
• Network Security / Microsegmentation
• Secure Web Gateway / Cloud Access Security Broker (CASB)

• 3-5 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
• You understand and have previous experience working with Identity and Access Management protocols and technologies (SSO, SAML, OAuth, Federation, SCIM, etc.)
• You understand and have previous experience supporting and troubleshooting multi-factor mechanisms (TOTP, SMS, FIDO, U2F, WebAuth, EMAIL, Push MFA, etc).

Core competencies ("Desired skills, knowledge and experience")

• Extensive technical support experience
• Expertise in troubleshooting application protocols (L7 - DNS, HTTP, etc)
• Expertise in troubleshooting network infrastructure (L3/L4)
• Expert with Linux command line tools (curl, dig, git, traceroute, mtr)
• Expert at analyzing data using tools like grafana, kibana, and SQL
• Able to clarify complex technical issues and coordinate efforts to resolve
• Able to identify and share/suggest process improvements
• Demonstrated leadership, prior mentoring experience
• Self-motivated, self-directed, strong relationship building, can positively influence the actions of others, team player
• Comfortable handling inbound and outbound customer calls

Bonus Points

• You are familiar with Cloudflare Zero Trust products (Zero Trust / Access / Gateway / Tunnel, WARP client) and have a site actively using our platform
• You have a solid grasp of problem-solving with command line tools (dig / traceroute / curl / tcpdump)
• Familiarity with troubleshooting Windows, macOS, and Linux operating systems
• You are familiar with Apache, Nginx, IIS, and other web servers
• You have worked with PostgreSQL, MySQL, MS SQL or other database servers

Compensation
Compensation may be adjusted depending on work location.
Equity
This role is eligible to participate in Cloudflare's equity plan.
Benefits
Cloudflare offers a complete package of benefits and programs to support you and your family. Our benefits programs can help you pay health care expenses, support caregiving, build capital for the future and make life a little easier and fun! The below is a description of our benefits for employees in the United States, and benefits may vary for employees based outside the U.S.
Health & Welfare Benefits

• Medical/Rx Insurance
• Dental Insurance
• Vision Insurance
• Flexible Spending Accounts
• Commuter Spending Accounts
• Fertility & Family Forming Benefits
• On-demand mental health support and Employee Assistance Program
• Global Travel Medical Insurance

Financial Benefits

• Short and Long Term Disability Insurance
• Life & Accident Insurance
• 401(k) Retirement Savings Plan
• Employee Stock Participation Plan

Time Off

• Flexible paid time off covering vacation and sick leave
• Leave programs, including parental, pregnancy health, medical, and bereavement leave