Digital Customer Solutions Engineer (AMER)
Cloudflare · Bengaluru, Karnataka, India
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- On site
- Full-time
- $120,000 / year
- Bengaluru, Karnataka, India
Job highlights
- Serve as trusted technical advisor to enterprise customers.
- Ensure customers maximize Cloudflare platform value.
- Identify root causes and implement efficient solutions.
- Collaborate with internal teams for customer success.
- Provide technical guidance and best practices.
About the role
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.
Location : Bengaluru, India
Region Cover: AMER
About The Department
Customer Solutions Engineers, Customer Success Managers, Account Executives, Business Development Representatives, Solution Engineers, and Sales Operations - all working together to help our customers solve their business challenges by adopting Cloudflare while creating the revenue streams that help the company provide free service to millions in our community.
What You'll Do
As a Digital Customer Solutions Engineer, (CSE), you will be the trusted technical advisor throughout a customer’s lifecycle. You are a Cloudflare 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 Digital 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 Digital Customer Success Managers (CSMs) 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.
Additional responsibilities will include:
- As a critical member of the Digital team you will serve as a trusted technical advisor, help expand existing business, and ensure the success of our customers via limited 1:1 engagements, and 1:many success events:
- You will be part of a regional pool of CSMs and CSEs supporting customers needs.
- From a technical perspective, 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 via 1:many events and limited 1:1 engagements
- You will take part in content creation and delivery for technical customer workshops for your area of expertise
- Provide customers with clear proactive technical guidance and expertise across your main specialization, and in a secondary area of expertise
- 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
Examples Of Desirable Skills, Knowledge And Experience
- Fluency in English is required.
- 6+ 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
- 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
What Makes Cloudflare Special?
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: 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: We released 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 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.
Cloudflare is proud to be an equal opportunity employer. We are committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness. All qualified applicants will be considered for employment without regard to their, or any other person's, perceived or actual race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship, age, physical or mental disability, medical condition, family care status, or any other basis protected by law. We are an AA/Veterans/Disabled Employer.
Cloudflare provides reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job. Examples of reasonable accommodations include, but are not limited to, changing the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. If you require a reasonable accommodation to apply for a job, please contact us via e-mail at hr@cloudflare.com or via mail at 101 Townsend St. San Francisco, CA 94107.
Key skills/competency
- Digital Customer Solutions Engineer
- Customer Relationship Management
- Internet Protocols
- Security Aspects
- Performance Optimization
- Technical Support
- Problem Solving
- Technical Guidance
- Product Expertise
- Customer Success
Skills & topics
- Digital Customer Solutions Engineer
- Customer Success
- Technical Support
- Cloudflare
- Internet Technology
- Networking
- Security
- Performance
- Problem Solving
- Customer Relationship Management
How to get hired
- Tailor your resume: Highlight 6+ years in post-sales customer management and deep internet knowledge.
- Showcase technical expertise: Emphasize your understanding of OSI layers, proxies, security, and performance.
- Demonstrate problem-solving: Provide examples of troubleshooting complex technical issues and building sustainable solutions.
- Express curiosity: Articulate your passion for how the internet works and staying updated on industry trends.
- Network effectively: Connect with Cloudflare employees on LinkedIn to learn more about the culture and team.
Technical preparation
Behavioral questions
Frequently asked questions
- What is the role of a Digital Customer Solutions Engineer at Cloudflare?
- As a Digital Customer Solutions Engineer at Cloudflare, you will act as a trusted technical advisor for enterprise customers, ensuring they understand and fully utilize the Cloudflare platform. Your primary goal is to help customers achieve success and derive maximum value from their Cloudflare investment by identifying issues, providing solutions, and advising on best practices.
- What technical knowledge is essential for this Digital Customer Solutions Engineer role?
- Essential technical knowledge includes a deep understanding of how the internet works, encompassing OSI layers, TCP/IP, TLS, DNS, HTTP, reverse/forward proxies, internet property security (WAFs, Zero Trust), and performance aspects (caching, TLSv1.3). A passion for troubleshooting and continuous learning in internet technology is also crucial.
- What kind of experience does Cloudflare look for in a Digital Customer Solutions Engineer?
- Cloudflare seeks candidates with 6+ years of post-sales customer relationship management experience. You should have a demonstrated ability to proactively identify and solve technical problems, manage projects, work to deadlines, and prioritize tasks effectively. A strong curiosity and passion for internet technology are highly valued.
- How does Cloudflare foster a positive work environment for its employees?
- Cloudflare is committed to building a better internet and fostering a culture of curiosity, innovation, and continuous learning. They value diversity and inclusivity, offering opportunities for professional development and encouraging employees to be builders who identify and solve problems. Initiatives like Project Galileo and the Athenian Project demonstrate their commitment to social good.
- What is the application process like for a Digital Customer Solutions Engineer at Cloudflare?
- While specific details vary, typically the application process involves submitting your resume, potentially followed by initial screenings, technical interviews, and behavioral interviews. Highlighting your technical expertise, problem-solving skills, and customer relationship management experience on your resume will be key.
- Does Cloudflare offer remote work options for this Digital Customer Solutions Engineer position?
- The job description mentions 'Location : Bengaluru, India' and 'Region Cover: AMER,' suggesting a primary location in India but serving the AMER region. While not explicitly stated as remote, Cloudflare does offer various work arrangements. It's best to clarify the work arrangement during the application or interview process.