Cloudflare · 18 hours ago
Escalation Engineer, CDN/Developer Platform
Austin, TX
Full-time
Onsite
Mid, Senior Level
3+ years expCloudflare is on a mission to help build a better Internet, operating one of the world’s largest networks. The Escalation Engineer role involves resolving complex customer escalations, collaborating with technical support and engineering teams, and driving improvements in customer reliability and support processes.
AnalyticsEnterprise SoftwareSecurityWeb Hosting
Responsibilities
Investigate the most complex, high-impact customer issues escalated from front-line support (TSEs) and directly raised by customers
Perform deep-dive debugging across the full technology stack application, database, infrastructure, APIs, and integrations
Use logs, traces, diagnostics to identify the underlying cause
Work with Engineering to validate defects, create reproducible scenarios, and confirm fixes
Provide coverage (shift rotation including possibility of weekends and Pacific Time hours) for technical troubleshooting of escalated issues
Manage escalation lifecycle from intake to closure, ensuring technical accuracy and timely communication
Partner with Product and Engineering teams to drive bug fixes or workarounds
Communicate status, risk, and resolution progress clearly to support leaders and customers (as appropriate)
Proactively swarm on critical or complex cases with Technical Support Engineers within their regional or skill-based Pod
Provide real-time guidance and mentoring during troubleshooting
Be an expert engineer in the team, help front-line engineers improve their technical depth and escalation readiness
Document new findings, diagnostic steps, and resolutions in internal knowledge bases
Share insights from escalations to improve product documentation and support training
Contribute to runbooks and automation that help prevent future escalations
Stay current with new product releases, architecture changes, and known issues
Participate in engineering syncs or release readiness reviews to represent the support perspective
Serve as a subject matter expert (SME) in one or more technical domains
Qualification
Required
Minimum of 3 years' hands-on experience supporting or engineering Application/Developer focused products
Web Technologies: In-depth understanding of HTTP/S, RESTful APIs, and common web frameworks
Front-end Performance: Knowledge of browser rendering, DOM manipulation, and optimization techniques for client-side applications
Back-end Performance: Familiarity with server-side architecture, database interactions, and API performance tuning
Developer Tools: Proficiency with tools like Chrome DevTools, curl, and IDE debuggers for diagnosing application issues
Cloud Platforms: Understanding of cloud-native architectures, containerization (Docker, Kubernetes), and serverless functions
Observability: Experience with monitoring, logging, and tracing tools (e.g. Sentry, Prometheus, Grafana, ELK stack, Jaeger) for application health and performance
Security Principles: Awareness of common application vulnerabilities (OWASP Top 10), secure coding practices, and API security
Developer Experience: Appreciation for developer workflows, SDKs, and API documentation
Performance Optimization: Knowledge of caching strategies, CDN concepts, and load balancing
Proficiency in application troubleshooting using profiling and tracing tools (e.g., Dynatrace, New Relic, OpenTelemetry)
Excellent verbal and written communication skills, with the ability to convey technical information clearly to both technical and non-technical audiences
Demonstrated ability to manage multiple priorities and projects effectively in a fast-paced environment
Extensive technical support experience
Expertise in troubleshooting application protocols (L7 - DNS, HTTP, etc)
Expertise in 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
Preferred
You are familiar with Cloudflare and are actively using our platform
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.)
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
Short and Long Term Disability Insurance
Life & Accident Insurance
401(k) Retirement Savings Plan
Employee Stock Participation Plan
Flexible paid time off covering vacation and sick leave
Leave programs, including parental, pregnancy health, medical, and bereavement leave
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
2026-01-16
Business Wire
2026-01-16
2026-01-16
Company data provided by crunchbase