Technical Support Engineer Zero Trust

Job description

Join to apply for the Technical Support Engineer - Zero Trust role at Cloudflare

About Cloudflare

At Cloudflare, we are on a mission to help build a better Internet.

Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code.

Internet properties powered by Cloudflare have web traffic routed through its intelligent global network, which gets smarter with every request.

Cloudflare was named to Entrepreneur Magazine’s Top Company Cultures list and ranked among the World’s Most Innovative Companies by Fast Company.

We realize people do not fit into neat boxes.

We are looking for curious and empathetic individuals who are committed to developing themselves and learning new skills, and we are ready to help you do that.

We cannot complete our mission without building a diverse and inclusive team.

We hire the best people based on an evaluation of their potential and support them throughout their time at Cloudflare.

Come join us!

Available Locations : Singapore, Kuala Lumpur (Malaysia), Sydney (Australia), or Tokyo (Japan)

About The Team

The Cloudflare Customer Support Team solves complicated problems and answers technical questions via phone, email, chat and social media.

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.

What You'll Do

• Serve as a trusted technical advisor, providing advanced support for enterprise customers using Cloudflare’s Zero Trust platform, including products like Access, Gateway, and Teams.
  
  
• Troubleshoot and resolve complex technical issues related to identity, device security, and secure application access.
  
  
• Work directly with customers to diagnose and remediate configuration and integration challenges with authentication protocols (e.g., SSO, SAML, OIDC) and network security settings.
  
  
• 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.
  
  

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, fluent in English and preferably a second language like Mandarin, Hindi, Tamil, Korean or Japanese.
  
  
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.
  
  
• You have experience supporting and troubleshooting multi-factor mechanisms (TOTP, SMS, FIDO, U2F, WebAuth, EMAIL, Push MFA, etc).
  
  
• Hands-on experience with identity and access management (IAM) systems, such as Okta, Ping Identity, or Azure Active Directory.
  
  
• Strong knowledge of authentication protocols (SAML, OIDC, LDAP) and secure web gateway technologies.
  
  
• Proficiency in networking fundamentals, including DNS, VPNs, firewalls, and traffic routing.
  
  
• Experience supporting cloud platforms (AWS, Azure, GCP) and SaaS application integrations.
  
  
• 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 Cloudflare Certified Zero Trust Specialist, CISSP, or CCSP.
  
  

What Makes Cloudflare Special?

We’re not just a highly ambitious, large-scale technology company.

We’re a highly ambitious, large-scale technology company with a soul.

Fundamental to our mission to help build a better Internet is protecting the free and open Internet.

EEO/Accommodations

Cloudflare is proud to be an equal opportunity employer.

We are committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness.

All qualified applicants will be considered for employment without regard to race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship, age, disability, medical condition, or any other basis protected by law.

We are an AA/Veterans/Disabled Employer.

Cloudflare provides reasonable accommodations to qualified individuals with disabilities.

Please tell us if you require a reasonable accommodation to apply for a job.

Examples include adjusting the application process or providing documents in alternate formats.

If you require an accommodation, please contact

Seniority level : Associate

Employment type : Full-time

Job function : Customer Service

Industries : IT Services and IT Consulting, Technology, Information and Internet, and Computer and Network Security

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Required Skill Profession

It & Technology