Escalation Engineer Zero Trust

• Advanced Troubleshooting & Root Cause Analysis
  • Investigate the most complex high-impact customer issues escalated from front-line support (TSEs) and directly raised by customers.
  • Perform deep-dive debugging across the full technology stack application database infrastructure APIs and integrations.
  • Serve as a subject matter expert in supporting Zero Trust technologies such as identity and access management (IAM) secure access service edge (SASE) endpoint security and network segmentation tools.
  • Troubleshoot complex technical issues across a broad set of systems including authentication flows (SSO MFA) policy enforcement and secure application access.
  • Use logs traces diagnostics to identify the underlying cause.
  • Work with Engineering to validate defects create reproducible scenarios and confirm fixes.
  • Provide coverage (shift rotation including possibility of weekends and Pacific Time hours) for technical troubleshooting of escalated issues.

• Cross-Functional Escalation Management
  • Manage escalation lifecycle from intake to closure ensuring technical accuracy and timely communication.
  • Partner with Product and Engineering teams to drive bug fixes or workarounds.
  • Communicate status risk and resolution progress clearly to support leaders and customers (as appropriate).

• Swarming & Collaboration with Support Teams
  • Proactively swarm on critical or complex cases with Technical Support Engineers within their regional or skill-based Pod.
  • Provide real-time guidance and mentoring during troubleshooting.
  • Be an expert engineer in the team help front-line engineers improve their technical depth and escalation readiness.

• Knowledge Creation & Enablement
  • Document new findings diagnostic steps and resolutions in internal knowledge bases.
  • Share insights from escalations to improve product documentation and support training.
  • Contribute to runbooks and automation that help prevent future escalations.

• Readiness & Product Expertise
  • Stay current with new product releases architecture changes and known issues.
  • Participate in engineering syncs or release readiness reviews to represent the support perspective.
  • Serve as a subject matter expert (SME) in one or more technical domains.

• Solid understanding of Zero Trust principles and technologies such as:
• Identity and Access Management
• Endpoint Detection & Response
• Network Security / Microsegmentation
• Secure Web Gateway / Cloud Access Security Broker (CASB)

• 3-5 years of technical troubleshooting experience preferably in 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
• You understand and have previous experience working with Identity and Access Management protocols and technologies (SSO SAML OAuth Federation SCIM etc.)
• You understand and have previous experience supporting and troubleshooting multi-factor mechanisms (TOTP SMS FIDO U2F WebAuth EMAIL Push MFA etc).

• Extensive technical support experience
• Expertise in troubleshooting application protocols (L7 - DNS HTTP etc)
• Expertise in 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

• You are familiar with Cloudflare Zero Trust products (Zero Trust / Access / Gateway / Tunnel WARP client) and have a site actively using our platform
• You have a solid grasp of problem-solving with command line tools (dig / traceroute / curl / tcpdump)
• Familiarity with troubleshooting Windows macOS and Linux operating systems
• You are familiar with Apache Nginx IIS and other web servers
• You have worked with PostgreSQL MySQL MS SQL or other database servers

What We Do

Cloudflare Inc. (NYSE: NET) is the leading connectivity cloud company on a mission to help build a better Internet. 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.

Why Work With Us

Cloudflare employees come from all walks of life. We are mission-driven and our team is energized by a collaborative creative environment that celebrates our differences and fosters new ways to grow together.

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