Technical Support • Mid-Level

Who you are

You have a strong background in technical support, ideally with experience in CDN technologies — you understand the intricacies of web performance and security, and you're eager to help customers navigate complex issues. Your communication skills are top-notch, allowing you to explain technical concepts clearly to both technical and non-technical users. You thrive in a collaborative environment, working closely with engineering teams to resolve customer challenges and improve service delivery.

You are curious and empathetic, always looking to learn and grow in your role — you enjoy tackling new challenges and are committed to providing exceptional support. Your ability to manage multiple tasks and prioritize effectively ensures that you can handle a diverse range of customer inquiries efficiently. You believe in the importance of building a diverse and inclusive team and are excited to contribute to a positive company culture.

Desirable

Experience with Cloudflare products or similar CDN technologies would be a significant advantage — familiarity with web application security and performance optimization is also beneficial. A background in customer service or technical support in a fast-paced environment will help you excel in this role.

What you'll do

As a Premium Technical Support Engineer at Cloudflare, you will be the first point of contact for customers experiencing technical issues with their CDN services. You will troubleshoot and resolve complex problems via phone, email, and chat, ensuring that customers receive timely and effective support. Your role will involve collaborating with various teams, including engineering and product management, to escalate issues and provide feedback for product improvements.

You will also be responsible for documenting customer interactions and solutions in our support system, contributing to the knowledge base to help improve future support efforts. Your insights will play a crucial role in enhancing the overall customer experience and ensuring that our services meet the highest standards of performance and reliability.

In addition to direct customer support, you will participate in training sessions and workshops to stay updated on the latest Cloudflare technologies and best practices. You will have opportunities to contribute to internal projects aimed at improving support processes and enhancing customer satisfaction.

What we offer

Cloudflare offers a dynamic work environment where you can grow your skills and advance your career. You will have access to ongoing training and development opportunities, allowing you to stay at the forefront of technology in the CDN space. We value work-life balance and provide flexible working arrangements to support your personal and professional needs.

Join a team that is committed to building a better Internet and making a positive impact on our customers' online experiences. We believe in fostering a culture of inclusivity and collaboration, where every team member's contributions are valued and recognized. At Cloudflare, you will be part of a mission-driven organization that is shaping the future of the Internet.