Senior Technical Support Engineer, Application Performance

About Us 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. 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! Available Locations: Hybrid - Austin, TX Schedule: This is a full-time, Monday–Friday role requiring a firm start time of 7:00 AM Central Time to align with our global operations. This role requires you to be able to come into our Austin office twice a week. About the Department The Customer Support Team is dedicated to resolving complex issues and providing technical assistance across various channels, including phone, email, chat, and social media. Our team passionately advocates for all customers, from individual Wordpress bloggers to Fortune 500 customers handling millions of clients daily. By actively listening to real-world pain points and use cases, we serve as the vital link between our customers and the rest of Cloudflare and play a key role in building a better Internet every day! What You’ll do As a Senior Technical Support Engineer at Cloudflare, you will be responsible for working with your peer Support engineers and cross-functional teams to tackle the toughest issues for our highest-profile customers. You’ll gain hands-on experience with our products, learn the inner workings of Cloudflare’s offerings, and continue to extend and deepen your understanding of foundational internet technologies. This role also provides opportunities to develop valuable technical and professional skills as well as job shadowing experiences to explore different roles within the company. Responsibilities Own the toughest technical challenges and escalations within the scope of the Customer Support while maintaining high standards of individual and team performance Maintain clear, timely, and productive communications with customers via our ticketing system and phone support channels Become a go-to resource for technical and process knowledge inside and outside the Support organization Proactively identify and execute on opportunities for team growth and improvement Assist with training and mentoring other team members Help create and update technical documentation and runbooks Provide feedback on our product and potential improvements based on customer interactions Support the team in testing new releases and reporting bugs Perform other duties/projects as assigned Required Skills and Experience 5-7 years of experience working in a technical Customer Support role supporting large enterprise and SMB clients Excellent written and verbal communication skills Self-driven and comfortable learning new technologies and systems on an ongoing basis Strong understanding of how the Internet works at OSI Model layers 3, 4, and 7 Strong understanding of DNS, SSL/TLS, and HTTP(S) protocols Strong understanding of HTTP reverse proxying, caching, and load balancing Experience using Linux and associated comman ... (truncated, view full listing at source)