Full-Time

Escalation Engineer

Updated on 11/29/2024

Cloudflare

Cloudflare

1,001-5,000 employees

Provides CDN, security, and serverless solutions

Data & Analytics
Enterprise Software
Cybersecurity

Junior, Mid, Senior

United States

This position is hybrid, requiring in-office presence.

Category
IT Support
IT & Security
Required Skills
Git
SQL
Kibana
Linux/Unix
Requirements
  • Minimum 2 years of customer-facing technical experience, preferably technical support or system reliability engineering
  • Excellent verbal and written communication skills, ability to disseminate clear and appropriate information to both business and technical audiences
  • Able to manage multiple priorities, commitments, and projects
  • Extensive technical support experience
  • Experience troubleshooting application protocols (L7 - DNS, HTTP, etc)
  • Experience troubleshooting network infrastructure (L3/L4)
  • Expert with Linux command line tools (curl, dig, git, traceroute, mtr)
  • Expert at analyzing data using tools like grafana, kibana, and SQL
  • Able to clarify complex technical issues and coordinate efforts to resolve
  • Able to identify and share/suggest process improvements
  • Demonstrated leadership, prior mentoring experience
  • Self-motivated, self-directed, strong relationship building, can positively influence the actions of others, team player
  • Comfortable handling inbound and outbound customer calls
Responsibilities
  • Provide coverage (shift rotation including weekends) for technical troubleshooting of escalated issues
  • Triage Customer Escalation issues to find the quickest most efficient path of resolution
  • Work cross-functionally with various teams across the company from engineering to sales

Cloudflare provides services that improve the performance, security, and reliability of websites and applications. Their main products include content delivery network (CDN) services, which speed up the delivery of web content globally, and security services that protect against cyber threats like DDoS attacks and data breaches. They also offer serverless computing solutions, allowing developers to run code without managing servers, making development easier and more cost-effective. Cloudflare uses a freemium business model, offering basic services for free to attract users and charging for premium features and enterprise solutions. This approach helps them serve a wide range of clients, from individual developers to large businesses. Their goal is to enhance online experiences by providing essential tools and services that meet the growing demand for faster and more secure internet services.

Company Stage

IPO

Total Funding

$339.8M

Headquarters

San Francisco, California

Founded

2009

Growth & Insights
Headcount

6 month growth

10%

1 year growth

32%

2 year growth

47%
Simplify Jobs

Simplify's Take

What believers are saying

  • Cloudflare's continuous innovation, such as the new no-code feature to block AI bots, demonstrates their commitment to addressing emerging threats and market needs.
  • The company's extensive and diverse client base provides a stable revenue stream and opportunities for upselling premium services.
  • Cloudflare's leadership in cybersecurity and web performance positions it well to capitalize on the growing demand for secure and fast internet services.

What critics are saying

  • The increasing frequency of DDoS attacks could strain Cloudflare's resources and impact service reliability.
  • Relying on a freemium model may limit revenue growth if users do not convert to paid plans.

What makes Cloudflare unique

  • Cloudflare's freemium model attracts a broad user base, from individual developers to large enterprises, unlike competitors who may focus solely on enterprise clients.
  • Their innovative tools like Cloudflare Workers and Pages enable developers to build and deploy applications directly on their network, providing a unique edge in the developer community.
  • Cloudflare's strong emphasis on cybersecurity, including DDoS protection and new features to block AI bots, sets them apart in the internet infrastructure market.

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Benefits

Competitive salaries

Take-what-you-need paid vacation policy

Comprehensive health plans and benefits

Paid maternity and paternity leave

Commuter and ride share options

Returnships