Mid-Level Escalation Engineer - Network​/Security

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Job Summary:

Cloudflare is a technology company on a mission to help build a better Internet, serving a diverse range of customers. The Escalation Engineer will perform deep technical troubleshooting for complex escalated issues, collaborate with various teams, and own the customer escalation process to enhance product performance and customer satisfaction.

Responsibilities:

• Serve as a subject-matter expert in supporting network, routing and transport layer protocols such as BGP, OSPF, IPSec, GRE, TCP, UDP, etc.

• Serve as a subject-matter expert in supporting Security products and technologies such as WAF, Firewall, IPS, DDoS, etc.

• 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.

Qualifications:

Required:

• Minimum of 3 years’ hands-on experience supporting enterprise network and/or security environments.

• Strong foundation in networking and security principles, technologies, and troubleshooting, including: TCP/IP fundamentals, including OSI model, IPv4/IPv6 addressing, subnetting, routing, and switching.

• Common network protocols such as DNS, DHCP, HTTP/S, SNMP, SMTP, NTP, and FTP/SFTP.

• Routing protocols including BGP, OSPF, and EIGRP, with an understanding of path selection.

• Firewall concepts such as stateful/stateless inspection, rule sets, NAT, and ACLs.

• VPN technologies and encryption methods (IPSec, SSL/TLS).

• Network segmentation and Zero Trust security models.

• Intrusion detection and prevention (IDS/IPS).

• Endpoint and network threat mitigation strategies.

• Security incident response processes and basic forensic principles.

• Proficiency in network troubleshooting using packet capture and analysis tools (e.g., Wireshark, tcpdump).

• Excellent verbal and written communication skills, with the ability to convey technical information clearly to both technical and non-technical audiences.

• Demonstrated ability to manage multiple priorities and projects effectively in a fast-paced environment.

Preferred:

• 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, trace route, 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.

Company:

Cloudflare is a web performance and security company that provides online services to protect and accelerate websites online. Founded in 2009, the company is headquartered in San Francisco, California, USA, with a team of  employees. The company is currently Public Company. Cloudflare has a track record of offering H1B sponsor ships.

• Seniority level
  
  Mid-Senior level

• Employment type
  
  Full-time

• Industries Software Development

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