Escalation Engineer

Cloudflare is seeking an Escalation Engineer to join their Customer Support Team in Austin, TX. This role is critical in performing deep, technical troubleshooting for complex, escalated issues within Cloudflare's extensive network that powers millions of websites worldwide. The position requires expertise in Zero Trust technologies, including identity and access management, secure access service edge (SASE), and endpoint security.

As an Escalation Engineer, you'll be responsible for owning the customer escalation process and working closely with Product and Engineering teams to identify and resolve product bugs, network problems, and platform issues. You'll serve as a subject matter expert in supporting Zero Trust technologies and troubleshoot complex technical issues across authentication flows, policy enforcement, and secure application access.

The ideal candidate should have 3-5 years of technical troubleshooting experience, preferably in technical support or system reliability engineering. Strong knowledge of Identity and Access Management protocols, multi-factor authentication mechanisms, and Linux command line tools is essential. You'll be working in a hybrid environment, requiring presence in the Austin office 2 days per week.

Cloudflare offers comprehensive benefits including medical/dental/vision insurance, 401(k), equity participation, flexible PTO, and various other perks. The company is committed to building a diverse and inclusive team, and has a strong mission of helping build a better Internet through projects like Project Galileo, the Athenian Project, and 1.1.1.1.