Premium Technical Support Engineer

Available Location: Singapore, or Kuala Lumpur (Malaysia)
About the Team
The Cloudflare Customer Support Team solves complicated problems and answers technical questions via phone, email, chat and social media. Whether it is a Wordpress blogger using our services for free or a global Enterprise business with petabytes of web traffic, we are always eager to assist. We are the eyes and ears of Cloudflare, acting as the real-time voice of the customer to help communicate their needs and real-world use cases back to the rest of the company - for better service and future product development.
Do you love solving complex technical issues and interacting with people? Are you passionate about providing premium-level support to customers and are a standout colleague? Cloudflare is seeking an experienced Technical Support Engineer to join our team. You will work with our broad customer base on a variety of technical support issues ranging from troubleshooting network performance and security concerns to providing guidance on product configurations and best practices.

• Serve as a trusted technical advisor, providing advanced support for enterprise customers using Cloudflare's suite of products.
• Engage with customers through email, phone, and chat, providing clear, concise, and empathetic communication to effectively address their technical needs and ensure a positive support experience.
• Create and maintain knowledge base articles, technical guides, and troubleshooting documentation for internal and customer use.
• Partner with Cloudflare's Product, Engineering, and Security teams to escalate and resolve advanced customer issues.
• Provide feedback based on customer interactions to drive product improvements and ensure alignment with user needs.
• Assist customers in identifying and responding to security incidents, leveraging Cloudflare's threat intelligence and security tools.
• This role requires working in rotational shifts, including evenings, weekends, and public holidays, to support our global customer base.

What We're Looking For

• You have a minimum of 4 years experience working as a Support Engineer / Sr. Support Engineer supporting networking or web security products.
• Exceptional troubleshooting and problem-solving skills, with the ability to simplify complex concepts for customers.
• Strong customer service orientation and communication skills, both written and verbal, and you are fluent in English.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.
• Motivated self-starter who always looking to expand your skill sets, you take initiatives and capable of learning new technologies / systems / features with little guidance
• Solid grasp of problem solving with command line tools (dig/traceroute/curl/tcpdump)
• Experience writing scripts in Bash, Python, JavaScript, or other scripting language
• Experience installing and configuring web servers like Apache, Nginx, and IIS
• Proficiency in networking fundamentals, including DNS, VPNs, firewalls, and traffic routing.
• Experience supporting cloud platforms (AWS, Azure, GCP) and SaaS application integrations.
• Familiarity with Cloudflare and have a site actively using our platform
• You have worked with PostgreSQL, MySQL, MS SQL or other database servers.
• Bachelor's degree in Computer Science, Cybersecurity, or a related field (or equivalent experience).
• Relevant certifications such as CISSP, CCSP, GCIA, GCIH, GCFA or equivalent.

Bonus Points

• Experience in a shift-based or global support environment.
• Familiarity with SLA/KPI metrics and real-time queue management.
• Prior exposure to ITIL or similar incident management frameworks.