Premium Technical Support Engineer

<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>Available Location: Sydney (Australia)</strong></p> <h3><strong>About the Team</strong></h3> <p>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.</p> <h3><strong>What You'll Do</strong></h3> <p>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 <strong>Technical </strong><strong>Support Engineer</strong><strong> for CDN </strong>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 CDN solutions with confidence. </p> <ul> <li>Serve as a trusted technical advisor for our Premium customers, responding to and resolving inquiries and incidents related to CDN services, while delivering timely, high-quality and personalized assistance.</li> <li>Work directly with customers to diagnose, troubleshoot and resolve complex technical issues involving DDoS mitigation, firewall rules, SSL/TLS, network confirmation, and other security configurations.</li> <li>Work with Engineering and Operations teams to mitigate attacks, suggest steps to mitigate, and apply the appropriate mitigation, when applicable</li> <li>Create and maintain knowledge base articles, technical guides, and troubleshooting documentation for internal and customer use.</li> <li>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</li> <li>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</li> <li>Work with Engineering and Product teams to improve products and tools</li> </ul> <h3><strong>What We're Looking For</strong></h3> <ul> <li>You have a minimum of 4 years experience working as a Technical Support Engineer / Sr. Support Engineer supporting networking or w ... (truncated, view full listing at source)