Cloudflare

Escalation Engineer

Posted 18 November 2024
LocationSingapore
Reference6269577

Company's Benefits

  • Flexible Working Arrangements

    Flexible Working Arrangements

  • Mentorship Program

    Mentorship Program

  • Leadership Development Program

    Leadership Development Program

  • Paid Parental Leave

    Paid Parental Leave

  • Return to Work Policy

    Return to Work Policy

  • Childcare Facilities

    Childcare Facilities

  • Breastfeeding Rooms

    Breastfeeding Rooms

  • Sponsorship Program

    Sponsorship Program

  • Coaching Program

    Coaching Program

  • Internal Women's Networking Group

    Internal Women's Networking Group

Job Description

​About Us

At Cloudflare, we are on a mission to help build a better Internet. Today the company runs one of the world’s largest networks that powers millions of websites and other Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by Cloudflare all have web traffic routed through its intelligent global network, which gets smarter with every request. As a result, they see significant improvement in performance and a decrease in spam and other attacks. Cloudflare was named to Entrepreneur Magazine’s Top Company Cultures list and ranked among the World’s Most Innovative Companies by Fast Company. 

We realize people do not fit into neat boxes. We are looking for curious and empathetic individuals who are committed to developing themselves and learning new skills, and we are ready to help you do that. We cannot complete our mission without building a diverse and inclusive team. We hire the best people based on an evaluation of their potential and support them throughout their time at Cloudflare. Come join us! 

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.

What you'll do 

The Cloudflare Senior 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.

Responsibilities

  • Provide coverage (shift rotation including weekends) 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

Requirements

  • Minimum 2 years of customer-facing technical experience, preferably 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

Core competencies (“Desired skills, knowledge and experience”)

  • Extensive technical support experience

  • Experience troubleshooting application protocols (L7 - DNS, HTTP, etc)

  • Experience 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

  • Experience with regular expressions

  • Knowledge of web programming (HTML, Javascript, PHP) and scripting (bash, Python)

  • Experience managing/configuring non-HTTP applications (email, DNS, FTP, SSH, etc.)