Job Title: Premium Technical Support Specialist
We are seeking a skilled technical professional to join our team as a Premium Technical Support Specialist. This is an exciting opportunity for a motivated individual to leverage their expertise in cloud security, network infrastructure, and customer service to drive success.
About the Role
This role will involve working closely with customers to diagnose and resolve complex technical issues related to identity, device security, and secure application access. The successful candidate will have strong troubleshooting skills, excellent communication abilities, and a proven track record of delivering high-quality support experiences.
* Provide advanced technical support to enterprise customers using Cloudflare's Zero Trust platform.
* Troubleshoot and resolve complex technical issues related to authentication protocols (e.g., SSO, SAML, OIDC) and network security settings.
Key Responsibilities:
The successful candidate will be responsible for:
* Working directly with customers to diagnose and remediate configuration and integration challenges.
* Creating and maintaining knowledge base articles, technical guides, and troubleshooting documentation.
* Partnering with internal teams to escalate and resolve advanced customer issues.
Requirements:
To be considered for this role, you must 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.