Escalation Engineer

Available Locations: Lisbon
About the Department
The Cloudflare Customer Support Team solves complicated problems and answers technical inquiries via email, chat, phone, and social media. From Enterprise corporations with petabytes of web traffic to Wordpress bloggers using our platform for free, we are here to help. Being the eyes and ears of Cloudflare, we act 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
The Cloudflare Senior Escalation Engineer will perform deep, technical troubleshooting for complex, escalated issues. This role owns the customer escalation process and works with various Product and Engineering teams to identify product bugs, network problems, and platform issues. Escalation Engineers foster a close relationship with SRE, Network, Engineering and Product teams. They act as an escalation point, isolate/replicate problems, and gather technical information/expectation.
Responsibilities

• Provide coverage (shift rotation including weekends) for technical troubleshooting of escalated issues
• Triage Customer Escalation issues to find the quickest most efficient path of resolution
• Work cross-functionally with various teams across the company from engineering to sales

Requirements

• Minimum 2 years of customer-facing technical experience, preferably technical support or system reliability engineering
• Excellent verbal and written communication skills, ability to disseminate clear and appropriate information to both business and technical audiences
• Able to manage multiple priorities, commitments, and projects

Core competencies ("Desired skills, knowledge and experience")

• Extensive technical support experience
• Experience troubleshooting application protocols (L7 - DNS, HTTP, etc)
• Experience troubleshooting network infrastructure (L3/L4)
• Expert with Linux command line tools (curl, dig, git, traceroute, mtr)
• Expert at analyzing data using tools like grafana, kibana, and SQL
• Able to clarify complex technical issues and coordinate efforts to resolve
• Able to identify and share/suggest process improvements
• Demonstrated leadership, prior mentoring experience
• Self-motivated, self-directed, strong relationship building, can positively influence the actions of others, team player
• Comfortable handling inbound and outbound customer calls

Bonus Points

• Experience with regular expressions
• Knowledge of web programming (HTML, Javascript, PHP) and scripting (bash, Python)
• Experience managing/configuring non-HTTP applications (email, DNS, FTP, SSH, etc.)