Network Security Support Engineer

• Communicate with customers via chat, email, and phone
• Compare traffic signatures and attributes including IP addresses, cookie variations, HTTP headers, and JavaScript footprints to determine what is good traffic and what is malicious
• DDoS mitigation for OSI layers 3,4, & 7: advise customers on how to filter malicious traffic using Cloudflare tools like Magic Transit, Network Firewall, WAF, IP reputation lists, packet inspection, block listing, allow listing, and rate limiting
• Work with Engineering and Operations teams to mitigate attacks, suggest steps to mitigate, and apply the appropriate mitigation when applicable
• Work with Engineering and Product teams to improve products and tools

• Fluent English speaker is a requirement
• Minimum 3 years working within a Technical Support team solving various technical issues
• Self-driven and capable of learning new technologies / systems / features with little guidance
• Fundamental understanding how the Internet works (OSI Model)
• Advanced understanding of internet protocols like TCP and UDP
• Computer Networking fundamentals, experience with iptables and looking glass
• Experience troubleshooting network connectivity issues, BGP routing, and GRE tunnels
• Packet capture analysis
• Experience in command line and tools, including curl, dig, trace route, openssl, git
• Experience troubleshooting DNS, SSL / TLS, HTTP
• Experience in a web development and / or hosting environment such as installing and configuring web servers like Apache, Nginx, Caddy and IIS
• Experience writing scripts in Bash, Python, JavaScript or other scripting language
• Experience in working as part of a team in a customer-facing role.

Demonstrates expertise in technical support with a strong focus on network security and traffic analysis. Proficient in troubleshooting and mitigating DDoS attacks while effectively communicating with customers and collaborating with engineering teams.

• DDoS Mitigation
• Packet Capture Analysis
• Network Connectivity Troubleshooting
• Scripting in Bash, Python, Java Script
• Fluent English Communication

• Technical Support
• Internet Protocols (TCP, UDP)
• Computer Networking Fundamentals
• Traffic Signature Analysis
• Command Line Tools (curl, dig, trace route, openssl, git)
• Web Server Configuration (Apache, Nginx, Caddy, IIS)
• BGP Routing
• GRE Tunnels
• Packet Inspection
• Rate Limiting

• Self-Driven
• Customer-Facing Role
• Team Collaboration

• OSI Model
• Malicious Traffic Filtering
• Allow listing
• Block listing
• HTTP Headers

• Cloudflare Tools
• Magic Transit
• Network Firewall
• WAF
• IP Reputation Lists