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Cloudflare is seeking an experienced Technical Support Engineer for Application Services/Performance to join its customer support team in Singapore. You will serve as a trusted technical advisor for enterprise customers, responding to and resolving complex technical inquiries and incidents related to Application Services, Performance, DNS, HTTP errors, IAM, load balancing, caching, CORS, SSL/TLS, and network configurations.
Key responsibilities include:
- Provide premium-level technical support to Cloudflare's largest and most technically sophisticated customers
- Diagnose, troubleshoot, and resolve complex technical issues involving DNS, HTTP errors, IAM, load balancing, caching, CORS, SSL/TLS, and network configurations
- Collaborate with Engineering and Operations teams to remediate issues and apply appropriate mitigations
- Create and maintain knowledge base articles, technical guides, and troubleshooting documentation for internal and customer use
- Work with Engineering and Product teams to improve products and tools
- Demonstrate solid problem-solving skills with command-line tools (dig, traceroute, curl, tcpdump)
- Write scripts in Bash, Python, JavaScript, or other scripting languages
- Install and configure web servers like Apache, Nginx, and IIS
Cloudflare's Customer Support Team solves complicated problems and serves as the real-time voice of the customer, communicating their needs and use cases back to the company for better service and product development. You will work with customers ranging from individual bloggers to Fortune 500 companies.
Requirements:
- Minimum 4 years' experience as a Technical Support Engineer supporting globally distributed reverse-proxy CDN platforms, with hands-on expertise in content caching, performance optimization, traffic routing, and edge delivery services
- Exceptional troubleshooting and problem-solving skills with ability to simplify complex concepts
- Strong customer service orientation and communication skills (written and verbal)
- Ability to work independently and collaboratively in a fast-paced environment
- Strong understanding of L4/L7 protocols including TCP/UDP, DNS, HTTP/S, IAM, load balancing, caching, CORS, SSL/TLS, and network concepts with focus on Anycast
- Experience with online diagnostic and monitoring platforms (DNS lookup tools, global ping/traceroute testers, SSL/TLS analyzers, synthetic transaction/real-user monitoring)
- Experience with observability tools such as Kibana, Grafana, Zabbix, Sentry, and log-tailing utilities
- Confident with command-line tools including curl, dig, traceroute, openssl, git
- Experience in web development and/or hosting environments (Apache, Nginx, Caddy, IIS)
- Competent at writing scripts in Bash, Python, JavaScript, or other scripting languages
- Experience with PostgreSQL, MySQL, MS SQL, and other database servers
- Bachelor's degree in Computer Science, Cybersecurity, or related field (or equivalent experience)
Bonus: Experience in shift-based or global support environments; familiarity with SLA/KPI metrics and real-time queue management.
