Technical Support Engineer, Application Performance
Core
Resolve complex technical issues for customers ranging from individual bloggers to Fortune 500 companies via phone, email, chat, and social media.
Role type
Senior IC Technical Support Engineer (Application Performance)
Builds
Customer support workflows and automated conversational journeys
Domain
Internet infrastructure, network security, and web performance
Deliverable
client delivery
Required skills
Troubleshooting network connectivity, DNS, SSL/TLS, HTTP(S) protocols, Linux command line, Bash/Python/JavaScript scripting, web server configuration (Apache/Nginx/IIS), OSI model layers 3/4/7 understanding
Preferred skills
BGP routing, GRE tunnels, firewall configuration, prior Cloudflare platform experience
Technologies
Linux, curl, dig, traceroute, openssl, git, Apache, Nginx, IIS
Responsibilities
Fulfill support requests via chat, email, and phone; Collaborate with senior engineers to analyze and troubleshoot customer issues; Track support requests using ticketing system; Help define and update AI skills and conversational journeys; Provide feedback on product improvements based on customer interactions; Support testing new releases and reporting bugs
Seniority
Mid-Senior, hands-on IC
