Network Operations Center Analyst

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. 

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! 

Available Locations: Lisbon, Portugal 

About the role

The Network Operations Center ("NOC") Analyst provides premium-level support for Cloudflare's largest and most technically sophisticated customers. The NOC service will focus on monitoring, alerting, and addressing issues related to availability and latency degradation in Layer 7 traffic, as well as handling basic security escalations and offering recommendations to mitigate fundamental attacks. The NOC system will monitor HTTP requests for alert-able conditions, and our NOC team will alert customers about problems as soon as they are found. 

The NOC Analyst will also analyze the alerts, inform the customer of any material impact, and proactively put in motion a remediation path to resolving the degraded service, whether that be by moving traffic through a new route or working with the Systems Reliability Engineering team for a quick product fix or to declare a broader incident. The team also provides reporting and analysis to the customer in regular cadence, beyond any report that would be self-serviceable within the Cloudflare UI.

Responsibilities

• Configure and maintain custom alerting for availability and latency across Layer 7.  
• Maintain customer dashboards in Grafana, which will be used to monitor for alert signals.
• Work closely with internal teams such as System Reliability Engineering, Infrastructure Engineering, and Network Engineering to alert against, and subsequently provide meaningful data on performance degradation.
• Outreach to customers for triggered alerts, providing them with meaningful information on what alerts are firing and why.
• Escalate impactful alerts to customer support and/or other internal teams.
• Join customer calls to provide granular and frequent status updates on critical issues.
• Compile historical reporting on a regular cadence to customers, including remediation steps.

Requirements

3+ years experience in a customer-facing technical support role

• Modern internet protocols like HTTPS, UDP, TCP, etc.
• Analysis of traffic for anomaly detection and creation of mitigation rules
• Knowledge of Cloudflare Products & Features
• Excellent communication skills with both an internal technical audience and a high-level customer stakeholder
• Command line / Bash shell
• Demonstrates excellent crisis management principles
• Strong multi-tasker with ability to quickly context switch
• Motivated self-starter who is always looking to improve and expand skills
• Flexible for scheduled holiday/weekend coverage.
• Highly desirable:
• Experience with prometheus queries, grafana, alertmanager, webhooks, and pagerduty.
• You are familiar with Cloudflare and have a site actively using our platform

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 custome