Escalation Engineer
| Company | Cloudflare |
|---|---|
| Location | Austin, TX, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Junior, Mid Level |
Requirements
- 2-3 years of technical troubleshooting experience, preferably in technical support or system reliability engineering
- Excellent verbal and written communication skills, ability to disseminate clear and appropriate information to both business and technical audiences
- Able to manage multiple priorities, commitments, and projects
Responsibilities
- Provide coverage (shift rotation including possibility of weekends and Pacific Time hours) for technical troubleshooting of escalated issues
- Triage Customer Escalation issues to find the quickest most efficient path of resolution
- Work cross-functionally with various teams across the company from engineering to sales
Preferred Qualifications
- Extensive technical support experience
- Expertise in troubleshooting application protocols (L7 – DNS, HTTP, etc)
- Expertise in troubleshooting network infrastructure (L3/L4)
- Expert with Linux command line tools (curl, dig, git, traceroute, mtr)
- Expert at analyzing data using tools like grafana, kibana, and SQL
- Able to clarify complex technical issues and coordinate efforts to resolve
- Able to identify and share/suggest process improvements
- Demonstrated leadership, prior mentoring experience
- Self-motivated, self-directed, strong relationship building, can positively influence the actions of others, team player
- Comfortable handling inbound and outbound customer calls