Zero Trust Escalation Engineer

Description:

At Cloudflare, we are building one of the world’s largest and most intelligent global networks to make the Internet faster, more secure, and more reliable. We are looking for a skilled Zero Trust Escalation Engineer to join our team, working on the most complex technical issues across Cloudflare’s Zero Trust product portfolio, including:

• Gateway SWG
• Gateway Resolver
• ZTNA Access
• Infrastructure Access
• Browser Isolation
• Data Loss Prevention

Key Responsibilities:
🔹 Serve as the escalation point for the most complex technical issues from both customers and internal teams.
🔹 Collaborate with product engineering teams to triage, prioritize, reproduce, and resolve high-impact problems.
🔹 Dive into client and server logs and even source code to pinpoint root causes.
🔹 Manage effective communication with stakeholders, including senior management, on critical incidents and estimated resolution timelines.
🔹 Utilize advanced troubleshooting strategies spanning layers L4 to L7, including proxies, DNS, VPNs, TLS termination, and more.
🔹 Contribute to operational improvement by creating tooling, refining processes, and enhancing internal documentation.
🔹 Identify recurring patterns and contribute to improving software quality and supportability.

Key Skills and Experience Required:
✅ Strong hands-on expertise with Zero Trust technologies, networking, and proxies.
✅ Deep understanding of networking protocols (L4-L7), including TCP/UDP, DNS, VPNs, VLANs, etc.
✅ Experience with man-in-the-middle TLS proxies and deep familiarity with DoH (DNS over HTTPS) and DoT (DNS over TLS).
✅ Proven ability to diagnose and resolve issues in complex distributed systems across desktops, edge systems, and cloud environments.
✅ Experience with network packet capture analysis and related tools.
✅ Programming and scripting proficiency (Python, Rust, or Go preferred).
✅ Prior experience debugging Cloudflare products is a strong plus.

Compensation:

• London, UK: £6600 to £8000 per month (equivalent to £79k to £96k per year)
• Lisbon, Portugal: Competitive local salary based on experience

Equity:
This role is eligible for Cloudflare’s equity plan, offering valuable long-term incentives.

Benefits:
Cloudflare provides a comprehensive benefits package, which includes:
✔️ Health & Dental Insurance
✔️ Vision and Flexible Spending Accounts
✔️ Mental Health Support and Employee Assistance Programs
✔️ Commuter and Fertility Benefits
✔️ Global Travel Medical Insurance
✔️ Life & Disability Insurance
✔️ 401(k) Retirement Plan and Employee Stock Purchase Plan (for US employees)
✔️ Flexible Paid Time Off (including vacation and sick leave)
✔️ Parental, Medical, and Bereavement Leave

About Cloudflare:
Cloudflare powers millions of websites, protecting and accelerating web traffic for customers from individual bloggers to Fortune 500 companies. Our mission is to build a better Internet, and we are proud to contribute to global causes such as Project Galileo (protecting at-risk journalists and civil society groups) and the Athenian Project (securing election infrastructure).