Cloudflare · 1 month ago
Premium Technical Support Engineer - Vietnamese Speaking
Hybrid
Full-time
Hybrid
Mid, Senior Level
4+ years expCloudflare is on a mission to help build a better Internet and is seeking an experienced Technical Support Engineer to join their Customer Support Team. The role involves providing premium-level support to customers, troubleshooting technical issues, and engaging with customers in both Vietnamese and English.
AnalyticsEnterprise SoftwareSecurityWeb Hosting
Responsibilities
Serve as a trusted technical advisor for our Premium customers, responding to and resolving inquiries and incidents related to Cloudflare services, while delivering timely, high-quality and personalized assistance
Engage with customers through email, phone, and chat, providing clear, concise, and empathetic communication to effectively address their technical needs and ensure a positive support experience
Create and maintain knowledge base articles, technical guides, and troubleshooting documentation for internal and customer use
Partner with Cloudflare’s Product, Engineering, and Security teams to escalate and resolve advanced customer issues
Provide feedback based on customer interactions to drive product improvements and ensure alignment with user needs
Assist customers in identifying and responding to security incidents, leveraging Cloudflare’s threat intelligence and security tools
This role requires working in rotational shifts, including evenings, weekends, and public holidays, to support our global customer base
Qualification
Required
You have a minimum of 4 years experience working as a Support Engineer / Sr. Support Engineer supporting networking or web security products
Exceptional troubleshooting and problem-solving skills, with the ability to simplify complex concepts for customers
Strong customer service orientation and communication skills, both written and verbal
Ability to work independently and collaboratively in a fast-paced, dynamic environment
You are a motivated self-starter who always looking to expand your skill sets, you take initiatives and capable of learning new technologies / systems / features with little guidance
You have a solid grasp of problem solving with command line tools (dig/traceroute/curl/tcpdump)
You have experience writing scripts in Bash, Python, JavaScript, or other scripting language
You have experience installing and configuring web servers like Apache, Nginx, and IIS
Proficiency in networking fundamentals, including DNS, VPNs, firewalls, and traffic routing
Experience supporting cloud platforms (AWS, Azure, GCP) and SaaS application integrations
Strong understanding of network protocols, including TCP/IP, DNS, HTTP/S, and BGP, with a particular focus on anycast routing concepts and implementation, as well as tools such as iptables and looking glass
You are familiar with Cloudflare and have a site actively using our platform
You have worked with PostgreSQL, MySQL, MS SQL or other database servers
Bachelor's degree in Computer Science, Cybersecurity, or a related field (or equivalent experience)
Relevant certifications such as CISSP, CCSP, GCIA, GCIH, GCFA or equivalent
Ability to speak native-level Vietnamese is required
Preferred
Experience in a shift-based or global support environment
Familiarity with SLA/KPI metrics and real-time queue management
Prior exposure to ITIL or similar incident management frameworks
Company
Cloudflare
Cloudflare is a web performance and security company that provides online services to protect and accelerate websites online.
1001-5000 employees
H1B Sponsorship
Cloudflare has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (117)
2024 (115)
2023 (66)
2022 (98)
2021 (83)
2020 (37)
Funding
Current Stage
Public CompanyTotal Funding
$2.08BKey Investors
Franklin TempletonFidelityUnion Square Ventures
2025-06-13Post Ipo Debt· $1.75B
2019-09-12IPO
2019-03-12Series E· $150M
Leadership Team
Matthew Prince
CEO & Co-Founder
Lee Holloway
Co-Founder & Lead Engineer
Recent News
Winnipeg Free Press
2026-01-09
2026-01-07
Company data provided by crunchbase