Full-Time

Escalation Engineer

Posted on 9/24/2024

Cloudflare

Cloudflare

1,001-5,000 employees

Provides CDN, security, and serverless solutions

Enterprise Software
Cybersecurity

Junior, Mid, Senior

United States

This position is hybrid, requiring in-office presence.

Category
IT Support
IT & Security
Required Skills
Bash
PHP
Python
JavaScript
Git
SQL
Kibana
Linux/Unix
HTML/CSS
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
  • Experience with regular expressions
  • Knowledge of web programming (HTML, Javascript, PHP) and scripting (bash, Python)
  • Experience managing/configuring non-HTTP applications (email, DNS, FTP, SSH, etc)
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 enhances the performance, security, and reliability of websites and applications through services like content delivery network (CDN) solutions and cybersecurity protections against threats such as DDoS attacks. They also offer serverless computing, allowing developers to run code without managing servers. Using a freemium model, Cloudflare attracts users with free basic services while charging for premium features and enterprise solutions. Their goal is to make the internet faster and more secure for a diverse range of clients, from individual developers to large enterprises.

Company Stage

IPO

Total Funding

$339.8M

Headquarters

San Francisco, California

Founded

2009

Growth & Insights
Headcount

6 month growth

10%

1 year growth

26%

2 year growth

44%
Simplify Jobs

Simplify's Take

What believers are saying

  • Cloudflare's recognition as a Fortune Future 50 company boosts its market credibility.
  • Partnerships in Africa and Mexico expand Cloudflare's global reach and service offerings.
  • Growing demand for edge computing aligns with Cloudflare's existing infrastructure capabilities.

What critics are saying

  • Emerging CDN providers offering lower-cost services threaten Cloudflare's market share.
  • Rapid evolution of cyber threats requires continuous innovation in Cloudflare's security measures.
  • Potential regulatory changes in data privacy laws could impact Cloudflare's operations.

What makes Cloudflare unique

  • Cloudflare offers a freemium model, attracting a large user base with free services.
  • Their Cloudflare Workers platform supports serverless computing, simplifying development processes.
  • Cloudflare's CDN accelerates web content delivery globally, enhancing website performance.

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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

INACTIVE