Premium Technical Support Engineer - Zero Trust

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. Whether it is a Wordpress blogger using our services for free or a global Enterprise business with petabytes of web traffic, we are always eager to assist. 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
Do you love solving complex technical issues and interacting with people? Are you passionate about providing premium-level support to customers and are a standout colleague? Cloudflare is seeking an experienced Technical Support Engineer for Zero Trust to join our team. You will work with our largest and most technically sophisticated customers on a variety of technical support issues to ensure they can deploy and operate Cloudflare's Zero Trust solutions with confidence.

• Serve as a trusted technical advisor, providing advanced support for enterprise customers using Cloudflare's Zero Trust platform, including products like Access, Gateway and WARP.
• Troubleshoot and diagnose complicated network issues for all Zero Trust products, involving OSI layer 3, 4 and 7 and various protocols, e.g. DNS, SSL/TLS, TCP/IP, firewalls and HTTP/S issues.
• 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, Escalation, 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.
• Strong understanding of networking fundamentals, including TCP/IP, DNS, SSL/TLS, HTTP/S, traffic routing, and firewalls.
• Experience with troubleshooting various OS platforms, and understanding of how VPN works on different OS.
• 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.
• 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 Zero Trust Specialist certification, CISSP, or CCSP.