Escalation Engineer, Zero Trust

<div class="content-intro"><div><strong>About Us</strong></div> <div> <p>At Cloudflare, we are on a mission to help build a better Internet. Today the company runs one of the world’s 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 Magazine’s Top Company Cultures list and ranked among the World’s Most Innovative Companies by Fast Company. </p> <p><span style="font-weight: 400;">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 at Cloudflare. Come join us! </span></p> </div></div><p><strong>Job Location: </strong>Austin, TX</p> <h4><strong>About the Department</strong></h4> <p>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.</p> <h4><strong>Role Summary</strong></h4> <p>The Cloudflare Escalation Engineer is a technical resource within support responsible for owning and resolving the most complex customer escalations. This role partners closely with Technical Support Engineers, proactively swarms on challenging cases, and provides hands-on guidance to accelerate issue resolution. Escalation Engineers lead deep technical investigations across the full stack, isolate and reproduce defects, and ensure accurate, timely communication throughout the escalation lifecycle. While they collaborate with Engineering and Product teams as needed, their primary focus is empowering the support organization, improving customer reliability, and driving high-quality outcomes for escalated customers. They contribute critical insights, document new knowledge, and help shape processes and readiness that strengthen the overall support experience.</p> <h4><strong>Role Responsibilities</strong></h4> <ul> <li><strong>Advanced Troubleshooting Root Cause Analysis</strong> <ul> <li>Investigate the most complex, high-impact customer issues escalated from front-line support (TSEs) and directly raised by customers.</li> <li>Perform deep-dive debugging across the full technology stack application, database, infrastructure, APIs, and integrations.</li> <li>Serve as a subject matter expert in supporting Zero Trust technologies such as identity and access management (IAM), secure access service edge (SASE), endpoint security, and network segmentation tools.</li> <li>Troubleshoot complex technical issues across a broad set of systems including authentication flows (SSO, MFA), policy enforcement, and secure application access.</li> <li>Use logs, traces, diagnostics to identify the underlying cause.</li> <li>Work with Engineering to validate defects, create reproducible scenarios, and confirm fixes.</li> <li>Provide coverage (shift rotation including possibility of weekends and Pacific Time hours) for technical troubleshooting of e ... (truncated, view full listing at source)