Escalation Engineer, CDN/Developer Platform

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. 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.

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. 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.

Minimum of 3 years’ hands-on experience supporting or engineering Application/Developer focused products. Web Technologies: In-depth understanding of HTTP/S, RESTful APIs, and common web frameworks. Front-end Performance: Knowledge of browser rendering, DOM manipulation, and optimization techniques for client-side applications. Back-end Performance: Familiarity with server-side architecture, database interactions, and API performance tuning. Developer Tools: Proficiency with tools like Chrome DevTools, curl, and IDE debuggers for diagnosing application issues. Cloud Platforms: Understanding of cloud-native architectures, containerization (Docker, Kubernetes), and serverless functions. Observability: Experience with monitoring, logging, and tracing tools (e.g. Sentry, Prometheus, Grafana, ELK stack, Jaeger) for application health and performance. Security Principles: Awareness of common application vulnerabilities (OWASP Top 10), secure coding practices, and API security. Developer Experience: Appreciation for developer workflows, SDKs, and API documentation. Performance Optimization: Knowledge of caching strategies, CDN concepts, and load balancing. Proficiency in application troubleshooting using profiling and tracing tools (e.g., Dynatrace, New Relic, OpenTelemetry). Excellent verbal and written communication skills, with the ability to convey technical information clearly to both technical and non-technical audiences. Demonstrated ability to manage multiple priorities and projects effectively in a fast-paced environment. 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. Familiarity with Cloudflare and actively using our platform (Bonus). Experience with regular expressions (Bonus). Knowledge of web programming (HTML, Javascript, PHP) and scripting (bash, Python) (Bonus). Experience managing/configuring non-HTTP applications (email, DNS, FTP, SSH, etc.) (Bonus).