Customer Support Engineer - CDN

Role and location

Experience

• The posting requires 5 years of network fundamentals experience.
• The posting requires 3 years of CDN experience.
• The posting requires 5 years of customer-handling experience.
• Relevant backgrounds include technical support, implementation, onboarding engineering, systems engineering, or NOC/SOC analysis.

Key responsibilities

• Execute customer onboarding and technical enablement.
• Guide customers and communicate clearly throughout onboarding.
• Improve processes and operational excellence.
• Collaborate cross-functionally and manage escalations.
• Develop technical breadth continuously.

Technical skills

• Cloudflare product foundations include Application Security, CDN, Zero Trust/SASE, and Network Services.
• Networking knowledge should include DNS, TLS/SSL, HTTP/HTTPS, CIDR, NAT, and BGP.
• Web security familiarity should include OWASP, WAF rules, OAuth, SAML, MFA, and Zero Trust principles.
• Use the Cloudflare Dashboard and work with Terraform, APIs, Okta, Azure AD, and SAML/OIDC integrations.
• Interpret Security Events, logs, cURL outputs, and HAR files, including common post-onboarding 4xx and 5xx causes.
• Read and debug REST API calls with basic Python and Bash proficiency.

Working style and communication

• Explain technical concepts without jargon and respond calmly to frustrated customers.
• Use clear agendas, concise summaries, and documented next steps.
• Progress onboarding proactively, escalate appropriately, and manage changing priorities.
• Communicate clearly in writing and verbally with technical and non-technical customer contacts.

Preferred qualifications

• Compliance familiarity with PCI DSS, HIPAA, SOC 2, or ISO 27001 is a plus.
• Cloudflare certifications are strongly preferred.
• Prior production experience onboarding or administering Cloudflare is strongly preferred.
• Familiarity with Terraform, Pulumi, or CI/CD configuration management is strongly preferred.
• Comfort with AI assistants, LLM-based tools, or scripting for onboarding, log analysis, or documentation is strongly preferred.
• Relevant multilingual proficiency is strongly preferred.

Compensation

• Pay is ₹2,500,000.00 to ₹3,500,000.00 per year.