• 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, traceroute, 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
• Please note that any offer of employment may be conditioned on your authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license

Desirable

• The Customer Support Team solves complicated problems and answers technical inquiries 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, our team is 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 - to help build a better service and future product development
• Cloudflare is seeking an experienced Network Security Engineer to join our team and support our largest and most technically sophisticated customers in resolving technical problems, threats or attacks on their infrastructure at OSI Layers 3, 4, and 7
• This will span the range of Cloudflare products from Magic Transit Infrastructure Protection, Argo Smart Routing, DDoS mitigation and Network Firewall, to using the Web Application firewall (WAF), Spectrum and Rate Limiting to help customers
• 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, blocklisting, allowlisting, 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