Customer Solutions Engineer

About Us

At Cloudflare, we have our eyes set on an ambitious goal: to help build a better Internet. Today the company runs one of the world’s largest networks that powers approximately 25 million 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. 

We realize people do not fit into neat boxes. We are looking for curious and empathetic individuals who are committed to developing themselves and learning new skills, and we are ready to help you do that. We cannot complete our mission without building a diverse and inclusive team. We hire the best people based on an evaluation of their potential and support them throughout their time at Cloudflare. Come join us! 

Job Description

As a Customer Solutions Engineer (CSE), you will be the trusted technical advisor throughout a customer’s lifecycle. You are a product expert and will use your knowledge to ensure our Enterprise customers understand and use the Cloudflare platform to its fullest extent. Your goal is to help customers be successful and obtain the most value possible from their Cloudflare investment.

As a CSE, you aim to understand customer requirements and issues at the molecular level. No matter your background, you have natural curiosity and desire to identify causes of strange problems and the most elegant and efficient solutions. Fundamentally, you are enamored with how the internet works. 

You will work with the Customer Success Manager (CSM) and every other team at Cloudflare, from Sales and Product to Engineering and Customer Support. Customer success will drive you through the entire organization as you find and implement scalable solutions for your customer’s needs.

Responsibilities

As an essential member of the Account Team you will be a trusted technical advisor, help expand existing business, and ensure the success of our customers:

• You will be part of a regional team and will work with CSMs supporting the regional book of business
• From a technical perspective, as part of the account team, your primary responsibilities will be to achieve a timely and organized onboarding for customers, ensure customers see the full value in Cloudflare's products, and advise on technical best practices
• Ensure customer retention and expansion through relationship building and participation in periodic account reviews to contribute your expertise on technical topics
• Provide customers with clear technical guidance and expertise across all our products
• Work with Customer Support, Engineering, and other teams to assist with technical escalations
• Identify opportunities for expansion for existing customers
• Promote retention by capturing and communicating gaps in product 
• Contribute to the success of the CSE organization through knowledge-sharing activities such as contributing to our documentation, answering technical Q&A, and helping improve on best practices
• The role requires 20-50% travel to attend meetings with customers, attend conferences, and other industry events, and to work with your Cloudflare teammates (post-COVID)

Experiences might include a combination of the skills below:

• 5+ years of prior post-sales customer relationship management
• Experience with how the internet works and the desire to expand that knowledge. For example:
• Layers and protocols of the OSI model, such as TCP/IP, TLS, DNS, or HTTP
• Reverse and forward proxies and the applications of both
• Security aspects of an internet property, such as Firewalls, WAFs, Bot Management, Rate Limiting, (M)TLS, Zero Trust
• Performance aspects of an internet property, such as Speed, Latency, Caching, HTTP/2, or TLSv1.3
• Enjoy the adventure of troubleshooting technical problems
• Understand why Cloudflare plays an important role on today’s internet
• Proactively identify and solve problems then build sustainable solutions to prevent recurrence
• Experience with a scripting language (e.g. Python, JavaScript, Bash) and a desire to expand those skills
• Technical curiosity and passion: Cloudflare is at the cutting edge of internet technology, and our CSEs are viewed as subject-matter experts. It’s incumbent on us