Technical Support Engineer, Application Performance (Austin)

<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 Locations: </strong>Hybrid - Austin, TX</p> <p><strong>Schedule: </strong>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/Mexico City office twice a week.</p> <h4>About the Department</h4> <p>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!</p> <h4>What You’ll do</h4> <p>As a Technical Support Engineer at Cloudflare, you’ll work directly with customers and cross-functional teams to tackle a variety of technical challenges. You’ll gain hands-on experience with our products, learn the inner workings of Cloudflare’s offerings, and deepen your understanding of 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. Join us to enhance your skill set while making a real impact!</p> <h4>Responsibilities </h4> <ul> <li>Fulfill support requests by communicating with Cloudflare customers via chat, email, and phone</li> <li>Collaborate with senior engineers to analyze and troubleshoot customer issues</li> <li>Track support requests using our ticketing system</li> <li>Participate in team meetings to discuss and share feedback</li> <li>Help create and update technical documentation and runbooks </li> <li>Provide feedback on our product and potential improvements based on customer interactions</li> <li>Support the team in testing new releases and reporting bugs</li> <li>Perform other duties/projects as assigned </li> </ul> <h4>Required Skills and Experience</h4> <ul> <li>3-5 years of experience working in a technical Customer Support role, preferably as part of a team working with large enterprise customers</li> <li>Self-driven and comfortable learning new technologies and systems on an ongoing basis</li> <li>Excellent written and verbal communication skills</li> <li>Strong understanding of how the Internet works at OSI Model layers 3, 4, and 7</li> <li>Strong understanding of DNS, SSL/TLS, and HTTP(S) protocols</li> <li>General understand ... (truncated, view full listing at source)