Escalation Engineer - Remote

Overview

The Cloudflare Senior Escalation Engineer will perform deep, technical troubleshooting for complex, escalated issues, owning the customer escalation process and collaborating with various teams to identify product bugs and network problems.

In Short

• Provide coverage for technical troubleshooting of escalated issues.
• Triage customer escalation issues for efficient resolution.
• Work cross-functionally with engineering and sales teams.
• Minimum 2 years of customer-facing technical experience required.
• Excellent verbal and written communication skills needed.
• Experience troubleshooting application protocols and network infrastructure.
• Expertise with Linux command line tools.
• Ability to analyze data using tools like Grafana and SQL.
• Demonstrated leadership and mentoring experience preferred.
• Comfortable handling inbound and outbound customer calls.

Requirements

• Minimum 2 years of customer-facing technical experience, preferably in technical support or system reliability engineering.
• Excellent verbal and written communication skills.
• Able to manage multiple priorities and projects.

Benefits

• Diverse and inclusive team environment.
• Opportunities for personal and professional development.
• Work with a mission-driven company.