Escalation Engineer, Zero Trust

Cloudflare

2 days ago

Highlight

OnsiteFull-timeMid

Summary

Cloudflare is seeking an Escalation Engineer, Zero Trust to join their team in Austin, TX. The role involves owning and resolving complex customer escalations while collaborating with Technical Support Engineers and Engineering teams.

About the Role

As an Escalation Engineer, you will be responsible for advanced troubleshooting and root cause analysis of high-impact customer issues. You will serve as a subject matter expert in Zero Trust technologies, manage the escalation lifecycle, and document findings to improve the support experience. Your role will also include mentoring front-line engineers and staying current with product releases.

About You

Required:

Solid understanding of Zero Trust principles and technologies such as Identity and Access Management, Endpoint Detection & Response, Network Security, and Secure Web Gateway.
3-5 years of technical troubleshooting experience, preferably in technical support or system reliability engineering.
Excellent verbal and written communication skills.
Experience with Identity and Access Management protocols and technologies (SSO, SAML, OAuth, etc.).
Experience supporting and troubleshooting multi-factor mechanisms (TOTP, SMS, FIDO, etc.).

Preferred:

Extensive technical support experience.
Expertise in troubleshooting application protocols and network infrastructure.
Proficiency with Linux command line tools and data analysis tools like Grafana and Kibana.
Demonstrated leadership and mentoring experience.

Benefits

Opportunity to work in a diverse and inclusive team.
Access to professional development and learning opportunities.
Participation in projects that protect the free and open Internet.

Cloudflare

Cloudflare, Inc. (NYSE: NET) is the leading connectivity cloud company. It empowers organizations to make their employees, applications and networks faster and more secure everywhere, while reducing complexity and cost. Cloudflare’s connectivity cloud delivers the most full-featured, unified platform of cloud-native products and developer tools, so any organization can gain the control they need to work, develop, and accelerate their business. Powered by one of the world’s largest and most interconnected networks, Cloudflare blocks billions of threats online for its customers every day. It is trusted by millions of organizations – from the largest brands to entrepreneurs and small businesses to nonprofits, humanitarian groups, and governments across the globe.

Austin, TX