Customer Success Engineer

Trantor; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Trantor is seeking an Associate Customer Engineer — Onboarding Specialist to own the frontline onboarding experience for customers adopting Cloudflare products. You will guide newly provisioned customers through initial setup, configuration, and validation to ensure they achieve first value from the platform.

This role emphasizes strong communication, structured onboarding, and collaboration with Customer Engineers, Account Executives, Support, and Professional Services to deliver a seamless

Qualifications

• Experience in a customer-facing or hands-on technical role such as a Technical Support Engineer or Customer Onboarding Engineer.
• Strong networking fundamentals and ability to troubleshoot complex environments for enterprise customers.
• Experience onboarding customers onto cloud platforms and guiding them through technical configurations.

Responsibilities

• Own the end-to-end onboarding journey for assigned customers and conduct structured enablement calls.
• Lead customer guidance sessions and translate technical concepts into actionable steps for technical and non-technical stakeholders.
• Maintain onboarding records, document engagements, and ensure smooth handoffs to other teams.

Skills

DNS

HTTP/HTTPS

TLS/SSL

CIDR

NAT

BGP

Python

Bash

REST APIs

Automation

Tools

Terraform

Pulumi

Okta

Azure AD

CI/CD

Cloudflare Dashboard

Job description

As an Associate Customer Engineer — Onboarding Specialist, you will be the frontline technical owner of the customer onboarding experience.

You will guide newly provisioned customers through the initial setup and configuration of Cloudflare products, validate their deployment, troubleshoot common technical issues, and ensure they achieve their first value from the platform.

This is a non-quota-carrying, customer-facing technical role. Success will be measured by onboarding velocity, time-to-value, customer satisfaction, quality of documentation, and effective collaboration with Customer Engineers, Account Executives, Support, and Professional Services teams.

The ideal candidate combines technical troubleshooting skills, networking fundamentals, customer empathy, structured communication, and a strong willingness to learn.

Key Responsibilities

1. Customer Onboarding & Technical Enablement

• Own the end-to-end technical onboarding journey for assigned customers.
• Conduct structured onboarding and enablement calls.
• Guide customers through foundational Cloudflare configurations, including:
• DNS records and DNS changes
• SSL/TLS configuration
• CDN and caching settings
• Zero Trust policies
• Authentication and identity integrations
• Validate traffic flow and application behavior after configuration changes.
• Follow approved onboarding runbooks and implementation procedures.
• Troubleshoot common onboarding issues such as:
• Incorrect caching behavior
• Identify situations that fall outside standard runbooks and elevate appropriately.
• Ensure customers can independently operate the Cloudflare platform before onboarding closure.

2. Customer Communication & Guidance

• Lead customer guidance sessions and product walkthroughs.
• Explain technical concepts in simple, actionable language.
• Communicate effectively with both technical and non-technical stakeholders.
• Establish clear agendas and objectives for customer calls.
• Maintain a calm and professional approach when customers experience technical challenges or delays.
• Send concise post-call summaries covering:
• Discussion points
• Completed activities
• Open issues
• Action items
• Owners
• Expected timelines

3. Documentation & Operational Excellence

• Maintain accurate and timely customer onboarding records.
• Track onboarding milestones and commitments.
• Maintain clear technical documentation for every engagement.
• Use AI-assisted tools to improve documentation, analysis, and operational efficiency.
• Manage multiple customer onboarding projects simultaneously.
• Prioritize activities based on customer urgency, business impact, and committed timelines.
• Identify blockers early and proactively communicate risks.
• Continuously identify opportunities to improve onboarding processes and runbooks.
• Act as the primary technical point of accountability during onboarding.
• Collaborate closely with:
• Customer Engineers
• Account Executives
• Technical Support
• Professional Services
• Other internal product and engineering teams
• Escalate complex technical or architectural issues with complete troubleshooting information.
• Ensure smooth handoffs without compromising the customer experience.
• Identify potential opportunities for additional Cloudflare products or capabilities and provide relevant context to the appropriate CE or AE.

5. Technical Learning & Continuous Development

• Develop working knowledge of Cloudflare's core product areas, including:
• Application Security
• CDN and performance
• Zero Trust / SASE
• Network Services
• Stay current with Cloudflare product updates and new capabilities.
• Learn and apply relevant technical concepts through hands-on customer engagements.
• Use AI tools, scripting, and automation to improve onboarding efficiency.
• Participate in training, certifications, peer learning, and feedback sessions.

Required Technical Skills

Strong understanding of:

• DNS
• HTTP/HTTPS
• TLS/SSL
• CIDR
• NAT
• BGP

Web & Application Security

Working knowledge of:

• OWASP concepts
• Web Application Firewall (WAF)
• Authentication and authorization
• OAuth
• SAML
• MFA
• Zero Trust security principles
• Hands-on exposure to the Cloudflare Dashboard or similar cloud/networking platforms.
• Understanding of DNS, SSL/TLS, CDN, WAF, and Zero Trust configurations.
• Familiarity with API-based configuration.
• Exposure to Terraform or other Infrastructure-as-Code tools is preferred.
• Familiarity with identity providers such as Okta or Microsoft Entra ID/Azure AD is advantageous.
• Understanding of SAML/OIDC integrations is a plus.

Troubleshooting & Observability

Ability to analyze and troubleshoot using:

• Security events and logs
• HTTP response codes
• cURL
• HAR files
• DNS lookup utilities
• Basic application and network logs

Candidates should understand common causes of 4xx and 5xx errors and be able to follow a structured troubleshooting approach.

Scripting & APIs

• Ability to read and troubleshoot REST API requests and responses.
• Basic proficiency in Python and/or Bash.
• Understanding of JSON and common API concepts.
• Familiarity with automation or scripting for repetitive operational tasks is preferred.

Required Experience

Experience in a customer-facing or hands-on technical role such as:

• Technical Support Engineer
• Customer Support Engineer
• Implementation Specialist
• Customer Onboarding Engineer
• NOC Analyst
• SOC Analyst
• Systems Administrator

Equivalent hands-on technical experience managing customer deployments will also be considered.

Required Soft Skills

Customer Empathy

• Able to understand customer concerns and provide practical solutions.
• Comfortable working with frustrated or non-technical customers.
• Patient, professional, and service-oriented.

Communication

• Strong verbal and written communication skills.
• Able to simplify complex technical concepts.
• Comfortable leading customer calls and technical walkthroughs.
• Strong documentation and follow-up skills.

Problem Solving

• Structured approach to troubleshooting.
• Curious and willing to investigate the root cause of issues.
• Able to distinguish between issues that can be resolved independently and those requiring escalation.

Ownership

• Takes responsibility for customer onboarding outcomes.
• Proactively tracks open actions and blockers.
• Does not allow customer issues to fall through the cracks.

Time Management

• Able to prioritize competing customer requirements.
• Consistently meets agreed timelines and commitments.

Adaptability & Learning

• Comfortable working in a fast-changing technical environment.
• Willing to learn new Cloudflare products and technologies.
• Open to feedback and continuous improvement.
• Demonstrates a strong bias for action.

Preferred Qualifications

• Cloudflare certification such as Cloudflare Fundamentals, Cloudflare for Teams, or Cloudflare for Developers.
• Prior experience administering or onboarding customers onto Cloudflare.
• Experience with Terraform, Pulumi, or other Infrastructure-as-Code tools.
• Familiarity with CI/CD pipelines.
• Experience with REST APIs and automation.
• Experience with Okta, Microsoft Entra ID/Azure AD, SAML, or OIDC.
• Experience with AI assistants, LLM-based tools, or AI-powered productivity solutions.
• Familiarity with compliance frameworks such as:
• PCI DSS
• HIPAA
• SOC 2
• ISO 27001
• Multilingual communication skills relevant to the hiring region.

What Success Looks Like

In this role, success means:

• Customers reach first value quickly and confidently.
• Onboarding activities are completed accurately and on schedule.
• Common technical issues are resolved efficiently.
• Complex issues are escalated with complete technical context.
• Customer interactions are professional, clear, and well documented.
• CRM and onboarding records remain accurate and up to date.
• Customers are able to independently manage their Cloudflare environment after onboarding.
• Internal teams receive clean and actionable handoffs.
• AI, automation, and process improvements are continuously used to make onboarding more efficient.