Technical Support Engineer, Application Performance

About Us

At Cloudflare, we are on a mission to help build a better Internet. Today the company runs one of the world’s largest networks that powers millions of websites and other Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by Cloudflare all have web traffic routed through its intelligent global network, which gets smarter with every request. As a result, they see significant improvement in performance and a decrease in spam and other attacks. Cloudflare was named to Entrepreneur Magazine’s Top Company Cultures list and ranked among the World’s Most Innovative Companies by Fast Company.

At Cloudflare, we’re not looking for people who wait for a polished roadmap; we’re looking for the builders who see the cracks in the Internet that everyone else has simply learned to live with. We value candidates who have the instinct to spot a "normalized" problem and the AI-native curiosity to create a solution using the latest tools. Our culture is built on iteration, leveraging AI to ship faster today to make it better tomorrow, while ensuring that every improvement, no matter how small, is shared across the team to lift everyone up. If you’re the type of person who values curiosity over bureaucracy, and that AI is a partner in solving tough problems to keep the Internet moving forward, you’ll fit right in.

Available Locations: Hybrid - Austin, TX

Schedule: This is a full-time, Tuesday-Saturday role requiring a firm start time of 11:00 AM Central Time to align with our global operations. This role requires you to be able to come into our Austin office twice a week.

About the Department

The Customer Support Team is dedicated to resolving complex issues and providing technical assistance across various channels, including phone, email, chat, and social media. Our team passionately advocates for all customers, from individual Wordpress bloggers to Fortune 500 customers handling millions of clients daily. By actively listening to real-world pain points and use cases, we serve as the vital link between our customers and the rest of Cloudflare and play a key role in building a better Internet every day!

What You’ll do

As a Technical Support Engineer at Cloudflare, you’ll work directly with customers and cross-functional teams to tackle a variety of technical challenges. You’ll gain hands-on experience with our products, learn the inner workings of Cloudflare’s offerings, and deepen your understanding of internet technologies. This role also provides opportunities to develop valuable technical and professional skills, as well as job shadowing experiences to explore different roles within the company. Join us to enhance your skill set while making a real impact!

Responsibilities

Fulfill support requests by communicating with Cloudflare customers via chat, email, and phone

Collaborate with senior engineers to analyze and troubleshoot customer issues

Track support requests using our ticketing system

Participate in team meetings to discuss and share feedback

Help define and update AI skills and conversational journeys to ensure up-to-date knowledge is available in automated workflows, as well as updating other internal- and public-facing documentation as needed.

Provide feedback on our product and potential improvements based on customer interactions

Support the team in testing new releases and reporting bugs

Perform other duties/projects as assigned

Desirable Skills, Knowledge, and Experience

3-5 years of experience working in a technical Customer Support role, preferably as part of a team working with large enterprise customers

Self-driven and comfortable learning new technologies and systems on an ongoing basis

Excellent written and verbal communication skills

Strong understanding of how the Internet