Technical Support Engineer, Zero Trust

About Us At Cloudflare, we are on a mission to help build a better Internet. Today the company runs one of the world’s largest networks that powers millions of websites and other Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by Cloudflare all have web traffic routed through its intelligent global network, which gets smarter with every request. As a result, they see significant improvement in performance and a decrease in spam and other attacks. Cloudflare was named to Entrepreneur Magazine’s Top Company Cultures list and ranked among the World’s Most Innovative Companies by Fast Company. At Cloudflare, we’re not looking for people who wait for a polished roadmap; we’re looking for the builders who see the cracks in the Internet that everyone else has simply learned to live with. We value candidates who have the instinct to spot a "normalized" problem and the AI-native curiosity to create a solution using the latest tools. Our culture is built on iteration, leveraging AI to ship faster today to make it better tomorrow, while ensuring that every improvement, no matter how small, is shared across the team to lift everyone up. If you’re the type of person who values curiosity over bureaucracy, and that AI is a partner in solving tough problems to keep the Internet moving forward, you’ll fit right in. Available Location: Singapore or Tokyo, Japan About the Team The Cloudflare Customer Support Team solves complicated problems and answers technical questions via phone, email, chat and social media. Whether it is a Wordpress blogger using our services for free or a global Enterprise business with petabytes of web traffic, we are always eager to assist. We are 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. What You'll Do Do you love solving complex technical issues and interacting with people? Are you passionate about providing premium-level support to customers and are a standout colleague? Cloudflare is seeking an experienced Technical Support Engineer for Zero Trust to join our team. You will work with our largest and most technically sophisticated customers on a variety of technical support issues to ensure they can deploy and operate Cloudflare's Zero Trust solutions with confidence. • Serve as a trusted technical advisor, providing advanced support for enterprise customers using Cloudflare’s Zero Trust platform, including products like Access, Gateway, and Teams. • 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 (e.g., 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. What We're Looking For • You have a minimum of 4 years experience working as a Support Engineer / Sr. Support Engineer supporting networking or web security products. • Exceptional troubleshooting and problem-solving skills, with the ability to simplify complex concepts for customers. • Strong customer service orientation and communication skills, both written and verbal. • Ability to work independently and collaboratively in a fast-paced, dynamic environment. • You have 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. • You have worked with PostgreSQL, MySQL, MS SQL or other database servers. • Bachelor’s degree in Computer Science, Cybersecurity, or a related field (or equivalent experience). • Relevant certifications such as Cloudflare Certified Zero Trust Specialist, CISSP, or CCSP. What Makes Cloudflare Special? 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…