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Cloudflare is seeking an experienced Network Security Support Engineer to join the Customer Support Team and help resolve complex technical problems for the company's largest and most technically sophisticated customers. You will support customers in addressing threats and attacks on their infrastructure across OSI Layers 3, 4, and 7, working with Cloudflare's suite of products including Magic Transit, Infrastructure Protection, Argo Smart Routing, DDoS mitigation, Network Firewall, Web Application Firewall (WAF), Spectrum, and Rate Limiting.
Key responsibilities include communicating with customers via chat, email, and phone; analyzing traffic signatures and attributes (IP addresses, cookies, HTTP headers, JavaScript footprints) to distinguish legitimate from malicious traffic; providing DDoS mitigation guidance across all OSI layers; collaborating with Engineering and Operations teams to implement mitigations; and working with Product teams to improve tools and features.
You should have a minimum of 3 years in technical support roles with strong fundamentals in Internet protocols, networking, and security. Required skills include fluent English, understanding of the OSI Model, TCP/UDP protocols, computer networking basics (iptables, looking glass), network troubleshooting (BGP, GRE tunnels), packet capture analysis, and command-line proficiency (curl, dig, traceroute, openssl, git). Experience with DNS, SSL/TLS, HTTP troubleshooting, web server configuration (Apache, Nginx, Caddy, IIS), and scripting (Bash, Python, JavaScript) is expected. Bonus qualifications include familiarity with Cloudflare's platform, database experience (PostgreSQL, MySQL, MS SQL), and multilingual capabilities.
The role requires flexibility to work varying schedules including 8:30 AM–5:30 PM Pacific Time, Tuesday through Saturday, with Sunday availability.
