Zero Trust Escalation 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! 

What you’ll do

As a member of the Zero Trust Escalation Engineering team, you will play a key role in addressing technical issues experienced by customers and internal users in all layers of our Zero Trust offering (Gateway SWG, Gateway Resolver, ZTNA Access, Infrastructure Access, Browser Isolation, Data Loss Prevention).

As the goto person for problem management of the most complex issues, you will collaborate with multiple Zero Trust teams to triage, prioritize, reproduce, evaluate impact, delve into client or server logs and source code, and methodically determine root causes. You will communicate updates and estimated time of resolution to stakeholders, including senior management.

The interconnectedness of our products will require you to use a wide range of advanced troubleshooting strategies and tools to reproduce and solve the most complex problems. You will need to have a broad, in-depth product knowledge and technical understanding, spanning multiple teams within the Zero Trust organization.

In addition to driving issue resolutions, you will contribute to the enhancement of operational efficiency. You will develop tooling, write thorough documentation, refine processes, and identify patterns to elevate the quality and efficiency of our management of issues, as well as our software development process.

Examples of desirable skills, knowledge, and experience

• Depth of knowledge in our Zero Trust product portfolio, technologies, and customer use cases
• Demonstrable experience with network-related software and underlying Internet technologies between L4 and L7 (TCP/UDP, DNS, VPNs, VLANs, proxies, etc.)
• Experience working with and debugging man-in-the-middle TLS terminating proxies
• Knowledgeable of DNS over HTTPS (DoH), DNS over TLS (DoT), and related DNS protocols
• Proven track record in tracking and solving problems within complex and distributed environments, both on desktop and on the edge/in the cloud.
• Experience capturing and analyzing network data captures to troubleshoot network-related issues (network connectivity, data loss, etc.)
• Strong experience in writing scripts or actual code, ideally in languages such as Python, Rust, or Go.

Compensation

Compensation may be adjusted depending on work location.

• For Colorado, Illinois, Maryland and Minnesota based hires: Estimated annual salary of $140,000 - $172,000.
• For New York City, Washington, Washington D.C. and California (excluding Bay Area) based hires: Estimated annual salary of $158,000 - $193,000.
• For Bay Area based hires: Estimated annual salary of $166,000 - $202,000.

Equity

This role is eligible to participate in Cloudflare’s equity plan.

Benefits

Cloudflare offers a complete package of benefits and programs to support you and your family.  Our benefits programs can help you pay health care expenses, support caregiving, build capital for the future and make life a little easier and fun!  The below is a description of our benefits for employees in the United States, and benefits may vary for employees based outside the U.S.

Health & Welfare 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

Financial Benefits

• Short and Long Term Disability Insurance
• Life & Accident Insurance
• 401(k) Retirement Savings Plan
• Employee Stock Participation Plan

Time Off

• Flexible paid time off covering vacation and sick leave
• Leave programs, including parental, pregnancy health, medical, and bereavement leave

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: We equip politically and artistically important organizations and journalists with powerful tools to defend themselves against attacks that would otherwise censor their work, technology already used by Cloudflare’s enterprise customers--at no cost.

Athenian Project: We created Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free, so that their constituents have access to election information and voter registration.

1.1.1.1: We released 1.1.1.1 to help fix the foundation of the Internet by building a faster, more secure and privacy-centric public DNS resolver. This is available publicly for everyone to use - it is the first consumer-focused service Cloudflare has ever released. Here’s the deal - we don’t store client IP addresses never, ever. We will continue to abide by our privacy commitment and ensure that no user data is sold to advertisers or used to target consumers.

Sound like something you’d like to be a part of? We’d love to hear from you!

This position may require access to information protected under U.S. export control laws, including the U.S. Export Administration Regulations. Please note that any offer of employment may be conditioned on your authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license.

Cloudflare is proud to be an equal opportunity employer.  We are committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness.  All qualified applicants will be considered for employment without regard to their, or any other person's, perceived or actual race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship, age, physical or mental disability, medical condition, family care status, or any other basis protected by law. We are an AA/Veterans/Disabled Employer.

Cloudflare provides reasonable accommodations to qualified individuals with disabilities.  Please tell us if you require a reasonable accommodation to apply for a job. Examples of reasonable accommodations include, but are not limited to, changing the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.  If you require a reasonable accommodation to apply for a job, please contact us via e-mail at hr@cloudflare.com or via mail at 101 Townsend St. San Francisco, CA 94107.