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Cloudflare is seeking an experienced Technical Support Engineer for Zero Trust to join its customer support team in Singapore. You will serve as a trusted technical advisor to enterprise customers deploying Cloudflare's Zero Trust platform, including products like Access, Gateway, and Teams.
Key responsibilities include:
- Provide advanced technical support for enterprise customers using Cloudflare's Zero Trust solutions
- Troubleshoot and resolve complex technical issues related to identity, device security, and secure application access
- Work directly with customers to diagnose and remediate configuration and integration challenges with authentication protocols (SSO, SAML, OIDC) and network security settings
- Create and maintain knowledge base articles, technical guides, and troubleshooting documentation for internal and customer use
- Partner with Cloudflare's Product, Engineering, and Security teams to escalate and resolve advanced customer issues
- Provide feedback based on customer interactions to drive product improvements and ensure alignment with user needs
- Assist customers in identifying and responding to security incidents, leveraging Cloudflare's threat intelligence and security tools
Cloudflare's Customer Support Team solves complicated problems and answers technical questions via phone, email, chat, and social media. You will be the eyes and ears of Cloudflare, acting as the real-time voice of the customer to help communicate their needs and real-world use cases back to the rest of the company for better service and future product development.
REQUIREMENTS:
- Minimum 4 years of experience working as a Support Engineer or Senior Support Engineer supporting networking or web security products
- Exceptional troubleshooting and problem-solving skills with ability to simplify complex concepts for customers
- Strong customer service orientation and communication skills (written and verbal)
- Ability to work independently and collaboratively in a fast-paced, dynamic environment
- Experience supporting and troubleshooting multi-factor mechanisms (TOTP, SMS, FIDO, U2F, WebAuth, EMAIL, Push MFA, etc.)
- Hands-on experience with identity and access management (IAM) systems such as Okta, Ping Identity, or Azure Active Directory
- Strong knowledge of authentication protocols (SAML, OIDC, LDAP) and secure web gateway technologies
- Proficiency in networking fundamentals including DNS, VPNs, firewalls, and traffic routing
- Experience supporting cloud platforms (AWS, Azure, GCP) and SaaS application integrations
- Experience with PostgreSQL, MySQL, MS SQL, or other database servers
- Bachelor's degree in Computer Science, Cybersecurity, or related field (or equivalent experience)
- Relevant certifications such as Cloudflare Certified Zero Trust Specialist, CISSP, or CCSP preferred
