**Who this is for** This role is ideal for a technically skilled engineer who excels at resolving the most complex customer issues related to Cloudflare's CDN a
Work type: hybrid
Location: Hybrid
Type: Full-time
**Who this is for** This role is ideal for a technically skilled engineer who excels at resolving the most complex customer issues related to Cloudflare's CDN and Developer Platform. You'll be a critical escalation point and a valuable resource for the support team. **Key highlights** As an Escalation Engineer, you will lead in-depth technical investigations, isolate defects, and ensure timely resolution for high-impact customer escalations. Your work will directly contribute to improving customer reliability and strengthening the overall support experience. **You might be a good fit if you...** - Have a proven ability in advanced troubleshooting and root cause analysis. - Can perform deep-dive debugging across full-stack technologies, including applications, databases, and infrastructure. - Are adept at managing the escalation lifecycle from intake to closure. - Have experience collaborating with Product and Engineering teams to drive solutions.
About Us
At Cloudflare, we are on a mission to help build a better Internet. Today the company runs one of the world’s largest networks that powers millions of websites and other Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by Cloudflare all have web traffic routed through its intelligent global network, which gets smarter with every request. As a result, they see significant improvement in performance and a decrease in spam and other attacks. Cloudflare was named to Entrepreneur Magazine’s Top Company Cultures list and ranked among the World’s Most Innovative Companies by Fast Company.
At Cloudflare, we’re not looking for people who wait for a polished roadmap; we’re looking for the builders who see the cracks in the Internet that everyone else has simply learned to live with. We value candidates who have the instinct to spot a "normalized" problem and the AI-native curiosity to create a solution using the latest tools. Our culture is built on iteration, leveraging AI to ship faster today to make it better tomorrow, while ensuring that every improvement, no matter how small, is shared across the team to lift everyone up. If you’re the type of person who values curiosity over bureaucracy, and that AI is a partner in solving tough problems to keep the Internet moving forward, you’ll fit right in.
Job Location:Austin, TX
#### About the Department
The Customer Support Team solves complicated problems and answers technical inquiries via phone, email, chat, and social media. Whether it is a WordPress blogger using our services for free or a global Enterprise business with petabytes of web traffic, our team is always eager to assist. We are the eyes and ears of Cloudflare, acting as the real-time voice of the customer to help communicate their needs and real-world use cases back to the rest of the company - to help build a better service and future product development.
#### Role Summary
The Cloudflare Escalation Engineer is a technical resource within support responsible for owning and resolving the most complex customer escalations. This role partners closely with Technical Support Engineers, proactively swarms on challenging cases, and provides hands-on guidance to accelerate issue resolution. Escalation Engineers lead deep technical investigations across the full stack, isolate and reproduce defects, and ensure accurate, timely communication throughout the escalation lifecycle. While they collaborate with Engineering and Product teams as needed, their primary focus is empowering the support organization, improving customer reliability, and driving high-quality outcomes for escalated customers. They contribute critical insights, document new knowledge, and help shape processes and readiness that strengthen the overall support experience.
Responsibilities
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
We’re not just a highly ambitious, large-scale technology company. We’re a highly ambitious, large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet.
[Project Galileo](https://blog.cloudflare.com/protecting-free-expression-online/): Since 2014, we've equipped more than 2,400 journalism and civil society organizations in 111 countries with powerful tools to defend themselves against attacks that would otherwise censor their work, technology already used by Cloudflare’s enterprise customers--at no cost.
Athenian Project: In 2017, we created the Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free, so that their constituents have access to election information and voter registration. Since the project, we've provided services to more than 425 local government election websites in 33 states.
[1.1.1.1](https://1.1.1.1/): We released[ 1.1.1.1](https://1.1.1.1/) to help fix the foundation of the Internet by building a faster, more secure and privacy-centric public DNS resolver. This is available publicly for everyone to use - it is the first consumer-focused service Cloudflare has ever released. Here’s the deal - we don’t store client IP addresses never, ever. We will continue to abide by our[ privacy commitment](https://developers.cloudflare.com/1.1.1.1/privacy/public-dns-resolver) and ensure that no user data is sold to advertisers or used to target consumers.
Sound like something you’d like to be a part of? We’d love to hear from you!
This position may require access to information protected under U.S. export control laws, including the U.S. Export Administration Regulations. Please note that any offer of employment may be conditioned on your authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license.