Escalation Engineer, CDN/Developer Platform

• →Advanced Troubleshooting & Root Cause Analysis

• Perform deep-dive debugging across the full technology stack application, database, infrastructure, APIs, and integrations.
• Use logs, traces, diagnostics to identify the underlying cause.
• Work with Engineering to validate defects, create reproducible scenarios, and confirm fixes.
• Provide coverage (shift rotation including possibility of weekends and Pacific Time hours) for technical troubleshooting of escalated issues. 
• Cross-Functional Escalation Management

• Partner with Product and Engineering teams to drive bug fixes or workarounds.
• Communicate status, risk, and resolution progress clearly to support leaders and customers (as appropriate).
• Swarming & Collaboration with Support Teams

• Provide real-time guidance and mentoring during troubleshooting.
• Be an expert engineer in the team, help front-line engineers improve their technical depth and escalation readiness.
• Knowledge Creation & Enablement

• Share insights from escalations to improve product documentation and support training.
• Contribute to runbooks and automation that help prevent future escalations.
• Readiness & Product Expertise

• Participate in engineering syncs or release readiness reviews to represent the support perspective.
• Serve as a subject matter expert (SME) in one or more technical domains.

• Minimum of 3 years’ hands-on experience supporting or engineering Application/Developer focused products.
• Web Technologies: In-depth understanding of HTTP/S, RESTful APIs, and common web frameworks.
• Front-end Performance: Knowledge of browser rendering, DOM manipulation, and optimization techniques for client-side applications.
• Back-end Performance: Familiarity with server-side architecture, database interactions, and API performance tuning.
• Developer Tools: Proficiency with tools like Chrome DevTools, curl, and IDE debuggers for diagnosing application issues.
• Cloud Platforms: Understanding of cloud-native architectures, containerization (Docker, Kubernetes), and serverless functions.
• Observability: Experience with monitoring, logging, and tracing tools (e.g. Sentry, Prometheus, Grafana, ELK stack, Jaeger) for application health and performance.
• Security Principles: Awareness of common application vulnerabilities (OWASP Top 10), secure coding practices, and API security.
• Developer Experience: Appreciation for developer workflows, SDKs, and API documentation.
• Performance Optimization: Knowledge of caching strategies, CDN concepts, and load balancing.
• Proficiency in application troubleshooting using profiling and tracing tools (e.g., Dynatrace, New Relic, OpenTelemetry).
• Excellent verbal and written communication skills, with the ability to convey technical information clearly to both technical and non-technical audiences.
• Demonstrated ability to manage multiple priorities and projects effectively in a fast-paced environment.

• 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

• You are familiar with Cloudflare and are actively using our platform
• Experience with regular expressions
• Knowledge of web programming (HTML, Javascript, PHP) and scripting (bash, Python)
• Experience managing/configuring non-HTTP applications (email, DNS, FTP, SSH, etc.)

This role is eligible to participate in Cloudflare’s equity plan.

• Flexible paid time off covering vacation and sick leave
• Leave programs, including parental, pregnancy health, medical, and bereavement leave

We’re not just a highly ambitious, large-scale technology company. We’re a highly ambitious, large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet.

Project Galileo: Since 2014, we've equipped more than 2,400 journalism and civil society organizations in 111 countries with powerful tools to defend themselves against attacks that would otherwise censor their work, technology already used by Cloudflare’s enterprise customers--at no cost.

Athenian Project: In 2017, we created the Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free, so that their constituents have access to election information and voter registration. Since the project, we've provided services to more than 425 local government election websites in 33 states.

1.1.1.1: We released 1.1.1.1 to help fix the foundation of the Internet by building a faster, more secure and privacy-centric public DNS resolver. This is available publicly for everyone to use - it is the first consumer-focused service Cloudflare has ever released. Here’s the deal - we don’t store client IP addresses never, ever. We will continue to abide by our privacy commitment and ensure that no user data is sold to advertisers or used to target consumers.

Sound like something you’d like to be a part of? We’d love to hear from you!

This position may require access to information protected under U.S. export control laws, including the U.S. Export Administration Regulations. Please note that any offer of employment may be conditioned on your authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license.

Cloudflare is proud to be an equal opportunity employer.  We are committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness.  All qualified applicants will be considered for employment without regard to their, or any other person's, perceived or actual race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship, age, physical or mental disability, medical condition, family care status, or any other basis protected by law. We are an AA/Veterans/Disabled Employer.

Cloudflare provides reasonable accommodations to qualified individuals with disabilities.  Please tell us if you require a reasonable accommodation to apply for a job. Examples of reasonable accommodations include, but are not limited to, changing the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.  If you require a reasonable accommodation to apply for a job, please contact us via e-mail at [email protected] or via mail at 101 Townsend St. San Francisco, CA 94107.