Customer Solutions Engineer

April 26

Cloudflare

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At Cloudflare, we have our eyes set on an ambitious goal — to help build a better Internet.

nginx • lua • go • web performance • web security

1001 - 5000

💰 $150M Series E on 2019-03

Description

• As a critical member of the Account Team you will serve as a trusted technical advisor, help expand existing business, and ensure the success of our customers: • You will be part of a specialist Customer Success Engineering team and will work closely with other specialist CSE teams as well as CSMs supporting the regional book of business • From a technical perspective, as part of the account team, your primary responsibilities will be to deliver 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 proactive technical guidance and expertise across all our products • Collaborate with Customer Support, Engineering, and other teams to assist with technical escalations • Proactively identify opportunities for expansion for existing customers • Promote retention by capturing and communicating gaps in product or features • Contribute towards the success of the CSE organization through knowledge-sharing activities such as contributing to internal and external documentation, answering technical Q&A, and helping iterate on best practices • The role could involve up to 20% travel to attend meetings with customers, attend conferences, and other industry events, and to collaborate with your Cloudflare teammates.

Requirements

• Minimum 8 years of prior post-sales customer relationship management • Deep understanding of 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, 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, TLSv1.3 • Enjoying the adventure of troubleshooting and solving technical problems • Understanding why Cloudflare plays an increasingly important role on today’s internet • Ability to proactively identify and solve problems then build sustainable solutions to prevent recurrence • Demonstrated 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 to stay up to date not only with Cloudflare’s specific products, but with industry trends. • Ability to manage a project, work to deadlines, and prioritize between competing demands

Benefits

• Medical/Rx Insurance • Dental Insurance • Vision Insurance • Flexible Spending Accounts • Commuter Spending Accounts • Fertility & Family Forming Benefits • On-demand mental health support and Employee Assistance Program • Global Travel Medical Insurance • Short and Long Term Disability Insurance • Life & Accident Insurance • 401(k) Retirement Savings Plan • Employee Stock Participation Plan • Flexible paid time off covering vacation and sick leave • Leave programs, including parental, pregnancy health, medical, and bereavement leave