Available Locations: Kuala Lumpur, Malaysia
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 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.
Top Skills
What We Do
Cloudflare, Inc. (NYSE: NET) is the leading connectivity cloud company on a mission to help build a better Internet. It empowers organizations to make their employees, applications and networks faster and more secure everywhere, while reducing complexity and cost. Cloudflare’s connectivity cloud delivers the most full-featured, unified platform of cloud-native products and developer tools, so any organization can gain the control they need to work, develop, and accelerate their business.
Powered by one of the world’s largest and most interconnected networks, Cloudflare blocks billions of threats online for its customers every day. It is trusted by millions of organizations – from the largest brands to entrepreneurs and small businesses to nonprofits, humanitarian groups, and governments across the globe.
Why Work With Us
Cloudflare employees come from all walks of life. We are mission-driven, and our team is energized by a collaborative, creative environment that celebrates our differences and fosters new ways to grow together.
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Cloudflare Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We are committed to developing a global team that is distributed with a flexible working approach. Doing this equitably and inclusively is essential to our success. Visit our careers site for more on 'How & Where We Work.'
