Cloudflare · 20 hours ago
Escalation Engineer, Zero Trust
Austin, TX
Full-time
Onsite
Mid, Senior Level
3+ years expCloudflare is on a mission to help build a better Internet, running one of the world’s largest networks. The Escalation Engineer role focuses on resolving complex customer escalations, collaborating with support and engineering teams to enhance customer reliability and drive high-quality outcomes.
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
Serve as a subject matter expert in supporting Zero Trust technologies such as identity and access management (IAM), secure access service edge (SASE), endpoint security, and network segmentation tools
Troubleshoot complex technical issues across a broad set of systems including authentication flows (SSO, MFA), policy enforcement, and secure application access
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
Solid understanding of Zero Trust principles and technologies such as: Identity and Access Management, Endpoint Detection & Response, Network Security / Microsegmentation, Secure Web Gateway / Cloud Access Security Broker (CASB)
3-5 years of technical troubleshooting experience, preferably in technical support or system reliability engineering
Excellent verbal and written communication skills, ability to disseminate clear and appropriate information to both business and technical audiences
Able to manage multiple priorities, commitments, and projects
You understand and have previous experience working with Identity and Access Management protocols and technologies (SSO, SAML, OAuth, Federation, SCIM, etc.)
You understand and have previous experience supporting and troubleshooting multi-factor mechanisms (TOTP, SMS, FIDO, U2F, WebAuth, EMAIL, Push MFA, etc.)
Preferred
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
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
2026-02-06
2026-02-06
Company data provided by crunchbase