Technical Support Engineer - Zero Trust

Position Title: Premium Technical Support Engineer - Zero Trust

At Cloudflare, we are on a mission to help build a better Internet. Today the company runs one of the worlds 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 Magazines Top Company Cultures list and ranked among the Worlds 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 e join us!

The Cloudflare Customer Support Team solves complicated problems and answers technical questions 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, we are 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 – for better service and future product development.

Do you love solving complex technical issues and interacting with people? Are you passionate about providing premium‑level support to customers and are a standout colleague? Cloudflare is seeking an experienced Technical Support Engineer for Zero Trust to join our team. You will work with our largest and most technically sophisticated customers on a variety of technical support issues to ensure they can deploy and operate Cloudflare’s Zero Trust solutions with confidence.

• Serve as a trusted technical advisor, providing advanced support for enterprise customers using Cloudflare’s Zero Trust platform, including products like Access, Gateway and WARP.
• Troubleshoot and diagnose complicated network issues for all Zero Trust products, involving OSI layer 3, 4 and 7 and various protocols, e.g. DNS, SSL/TLS, TCP/IP, firewalls and HTTP/S issues.
• Troubleshoot and resolve complex technical issues related to identity, device security, and secure application access.
• Work directly with customers to diagnose and remediate configuration and integration challenges with authentication protocols (e.g., SSO, SAML, OIDC) and network security settings.
• Create and maintain knowledge base articles, technical guides, and troubleshooting documentation for internal and customer use.
• Partner with Cloudflare’s Product, Escalation, Engineering, and Security teams to escalate and resolve advanced customer issues.
• Provide feedback based on customer interactions to drive product improvements and ensure alignment with user needs.
• Assist customers in identifying and responding to security incidents, leveraging Cloudflare’s threat intelligence and security tools.

• You have a minimum of 4 years experience working as a Support Engineer / Sr. Support Engineer supporting networking or web security products.
• Exceptional troubleshooting and problem‑solving skills, with the ability to simplify complex concepts for customers.
• Strong customer service orientation and communication skills, both written and verbal, fluent in English and preferably a second language like Mandarin, Hindi, Tamil, Korean or Japanese.
• Ability to work independently and collaboratively in a fast‑paced, dynamic environment.
• Strong understanding of networking…