Technical Support Associate providing advanced technical support for clients at Fiserv. Resolving complex issues while collaborating with internal teams on finance technology systems.
About the role
- Technical Support Engineer providing advanced support for customers with Cloudflare’s products. Engaging through multiple channels to ensure effective communication and resolution of technical issues.
Responsibilities
- 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.
Requirements
- Minimum 8 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.
- You are a 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
- You have a solid grasp of problem solving with command line tools (dig/traceroute/curl/tcpdump)
- You have experience writing scripts in Bash, Python, JavaScript, or other scripting language
- You have 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.
- You are familiar 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.
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Remote work options
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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