Customer Solutions Engineer

San Francisco, CA, United States

About the Role

As a Customer Solutions Engineer (CSE), you will be the trusted technical advisor throughout a customer’s lifecycle. You are a product expert and will leverage your knowledge to ensure our Enterprise customers understand and utilize the Cloudflare platform to its fullest extent. Your goal is to help customers be successful and derive the most value possible from their Cloudflare investment. As a specialist in Cloudflare’s Application Security, you will leverage a deep technical understanding of products like DNS, CDN, Load Balancing, SSL for Saas to ensure that our customers are seeing the maximum value from our partnerships.

As a CSE, you strive to understand customer requirements and issues at the molecular level. No matter your background, you have natural curiosity and desire to identify root causes of strange problems and the most elegant and efficient solutions. Fundamentally, you are enamored with how the internet works.

You will work closely with our team of Customer Success Managers (CSM) as well as every other team at Cloudflare, from Sales and Product to Engineering and Customer Support. Customer success will drive you through the entire organization as you seek out and implement scalable solutions for your customer’s needs.

Responsibilities

As a critical member of the Account Team you will serve as a trusted technical advisor, help expand existing business, and ensure the success of our customers:

You will be part of a specialist Customer Success Engineering team and will work closely with other specialist CSE teams as well as CSMs supporting the regional book of business

From a technical perspective, as part of the account team, your primary responsibilities will be to deliver a timely and organized onboarding for customers, ensure customers see the full value in Cloudflare's products, and advise on technical best practices

Ensure customer retention and expansion through relationship building and participation in periodic account reviews to contribute your expertise on technical topics

Provide customers with clear proactive technical guidance and expertise across all our products

Collaborate with Customer Support, Engineering, and other teams to assist with technical escalations

Proactively identify opportunities for expansion for existing customers

Promote retention by capturing and communicating gaps in product or features

Contribute towards the success of the CSE organization through knowledge-sharing activities such as contributing to internal and external documentation, answering technical Q&A, and helping iterate on best practices

The role could involve up to 20% travel to attend meetings with customers, attend conferences, and other industry events, and to collaborate with your Cloudflare teammates.

Experiences might include a combination of the skills below:

Minimum 8 years of prior post-sales customer relationship management

Deep understanding of how the internet works and the desire to expand that knowledge. For example:

Layers and protocols of the OSI model, such as TCP/IP, TLS, DNS, HTTP

Reverse and forward proxies and the applications of both

Security aspects of an internet property, such as Firewalls, WAFs, Bot Management, Rate Limiting, (M)TLS, Zero Trust

Performance aspects of an internet property, such as Speed, Latency, Caching, HTTP/2, TLSv1.3

Enjoying the adventure of troubleshooting and solving technical problems

Understanding why Cloudflare plays an increasingly important role on today’s internet

Ability to proactively identify and solve problems then build sustainable solutions to prevent recurrence

Demonstrated experience with a scripting language (e.g. Python, JavaScript, Bash) and a desire to expand those skills

Technical curiosity and passion: Cloudflare is at the cutting edge of internet technology, and our CSEs are viewed as subject-matter experts. It’s incumbent on us to stay up to date not only with Cloudflare’s specific products, but with industry trends.

Ability to manage a project, work to deadlines, and prioritize between competing demands

Bonus!

Understanding of, or experience with, regulatory requirements such a PCI DSS, HIPAA, and SOC-2

Business level competence in Portuguese and/or Spanish

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

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