Zero Trust Escalation Engineer

Available Locations:

• Lisbon, Portugal,
• London, United Kingdom

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
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