Technical Support Shift Engineer

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: Singapore, or Sydney (Australia)

About the Department

The Customer Support Team solves complicated problems and answers technical inquiries 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, our team is 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 - to help build a better service and future product development.

What You'll Do

• Manage Daily Operations: Oversee regional support coverage across chat, calls, and ticket queues. Optimize staffing and workflows to meet service-level targets and deliver exceptional customer experiences.
• Lead Incident Response: Be the point person for live incidents (P0/P1), coordinating the technical support team, driving resolution efforts, and ensuring timely communication internally and externally.
• Monitor Performance: Track support KPIs, analyze trends, and recommend process improvements that enhance efficiency and customer outcomes.
• Handle Escalations: Manage real-time escalations, collaborating cross-functionally with engineering, product, and account teams to ensure resolution and prioritization based on live data.
• Coordinate Operational Workflows: Own execution of support processes like ticket triage, voicemail follow-ups, and escalation queue management.
• Ensure Smooth Transitions: Provide clear, concise shift handovers and maintain operational continuity across global teams.

What You'll Bring

• 3+ years of experience in a technical support or operations role, preferably in a SaaS or high-growth environment.
• Proven ability to coordinate incident response and manage operational pressure with calm and clarity.
• Strong communication skills, with the ability to translate technical issues to diverse audiences.
• Experience with support tooling (e.g., Salesforce Service Cloud, Jira, Slack, Zoom).
• A proactive and structured approach to problem-solving and decision-making.
• A collaborative, team-first attitude with a passion for continuous improvement.
• Proficiency in networking fundamentals, including DNS, VPNs, firewalls, and traffic routing.
• You have a solid grasp of problem solving with command line tools (dig/traceroute/curl/tcpdump)
• You have experience writing scripts in Bash, Python, JavaScript, or other scripting language
• Experience supporting cloud platforms (AWS, Azure, GCP) and SaaS application integrations.
• You are familiar with Cloudflare and have a site actively using our platform
• 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).

Bonus Points For

• Experience in a shift-based or global support environment.
• Familiarity with SLA/KPI metrics and real-time queue management.
• Prior exposure to ITIL or similar incident management frameworks.

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.