IT Support Technician responsible for supporting Guidepost IT systems and users. Providing technical support and ensuring security measures are met while working in a corporate setting.
About the role
- Technical Support Engineer providing premium-level support for enterprise customers on Cloudflare’s products. Engaging with customers and resolving complex technical issues via multiple communication channels.
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.
- Create and maintain knowledge base articles, technical guides, and troubleshooting documentation.
- Partner with Cloudflare’s Product, Engineering, and Security teams to escalate and resolve customer issues.
- Provide feedback based on customer interactions to drive product improvements.
- Assist customers in identifying and responding to security incidents utilizing Cloudflare’s threat intelligence and security tools.
- Work in rotational shifts, including evenings, weekends, and public holidays.
Requirements
- Minimum of 4 years experience as a Support Engineer / Sr. Support Engineer supporting networking or web security products.
- Exceptional troubleshooting and problem-solving skills.
- Strong customer service orientation and communication skills, both written and verbal, with fluency in English.
- Ability to work independently and collaboratively.
- Motivated self-starter looking to expand skill sets.
- Solid grasp of problem solving with command line tools (dig/traceroute/curl/tcpdump).
- Experience writing scripts in Bash, Python, JavaScript or other scripting languages.
- Experience installing and configuring web servers such as 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 an actively used site on the platform.
- Experience 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
- Paid time off
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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