Technical Support Engineer, Zero Trust

Cloudflare, Inc.; Lisboa; On-site; EUR 45,000 - 65,000; Full time

Job summary

Cloudflare, Inc. is seeking an experienced Technical Support Engineer for Zero Trust to join our Lisbon team. You will work with our largest customers, resolving complex issues and guiding deployment of Cloudflare's Zero Trust services, including Access, Gateway, and Tunnels.

The role requires a minimum of 3 years in support engineering for networking or security, strong troubleshooting and communication skills, and the ability to work weekend shifts in a fast-paced, collaborative environment.

Qualifications

• Minimum 3 years as a Support Engineer or Senior Support Engineer in networking or web security.
• Exceptional troubleshooting and problem-solving abilities; able to simplify complex concepts for customers.

Responsibilities

• Serve as a trusted technical advisor for enterprise customers using Cloudflare Zero Trust.
• Troubleshoot and resolve complex technical issues related to identity, access and network security.
• Communicate with customers via phone, video, chat and tickets in Salesforce.
• Diagnose and remediate configuration and integration challenges with SSO, SAML, and OIDC.
• Create and maintain knowledge base articles and troubleshooting guides.
• Collaborate with Product, Engineering, and Security teams to resolve advanced issues.
• Provide customer feedback to drive product improvements and align with user needs.
• Assist customers in identifying and responding to security incidents using threat intelligence tools.

Skills

Weekend shifts

Three years experience

Troubleshooting

Customer service

Communication skills

Job description

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.

Available Locations: Lisbon, Portugal

About the Department

The Cloudflare Customer Support Team solves complicated problems and answers technical questions 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, we are 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 - for better service and future product development.

About the role

Do you love solving complex technical issues and interacting with people? Are you passionate about providing premium‑level support to customers and are a standout colleague? Cloudflare is seeking an experienced Technical Support Engineer for Zero Trust to join our team. You will work with our largest and most technically sophisticated customers on a variety of technical support issues to ensure they can deploy and operate Cloudflare's Zero Trust solutions with confidence.

Responsibilities

• Serve as a trusted technical advisor, providing advanced support for enterprise customers using Cloudflare’s Zero Trust platform, including products like Access, Gateway, Cloudflare Tunnels, Cloudflare WAN and the Cloudflare One client (formerly known as Cloudflare WARP client).
• Troubleshoot and resolve complex technical issues related to identity, device security, and secure application access.
• Communicating and working directly with the customers via phone, video conference (ie Zoom, Google Meet), chat and tickets in Salesforce
• Work directly with customers to diagnose and remediate configuration and integration challenges with authentication protocols (e.g., SSO, SAML, OIDC) and network security settings.
• Create and maintain knowledge base articles, technical guides, and troubleshooting documentation for internal and customer use.
• Partner with Cloudflare’s Product, Engineering, and Security teams to elevate and resolve advanced customer issues.
• Provide feedback based on customer interactions to drive product improvements and ensure alignment with user needs.
• Assist customers in identifying and responding to security incidents, leveraging Cloudflare’s threat intelligence and security tools.

Desirable Skills, Knowledge, and Experience

• Availability to work the weekend shift (Saturday & Sunday)
• You have a minimum of 3 years experience working as a Support Engineer / Sr. Support Engineer supporting networking or web security products.
• Exceptional troubleshooting and problem‑solving skills, with the ability to simplify complex concepts for customers.
• Strong customer service orientation and communication skills, both written and verbal.
• Ability to work independently and collaboratively in a fast‑paced, dynamic environment.
• You have experience supporting and troubleshooting multi‑factor mechanisms (TOTP, SMS, FIDO, U2F, WebAuth, EMAIL, Push MFA, etc).
• Hands-on experience with identity and access management (IdP, IAM, SCIM) systems, such as Okta, Microsoft Entra, Ping, etc. Strong knowledge of authentication protocols (SAML, OIDC)
• Proficiency in networking fundamentals, including DNS, VPNs, firewalls, and traffic routing.
• Experience supporting cloud platforms (AWS, Azure, GCP) and SaaS application integrations.
• You have worked with PostgreSQL, MySQL, MS SQL or other …