Customer Solutions Engineer, Zero Trust

CloudFlare; New York (NY); On-site; USD 136,000 - 166,000; Full time

Job summary

Join a forward-thinking company as a Customer Solutions Engineer, where you will be the trusted technical advisor for Enterprise customers. In this role, you will leverage your expertise to help clients maximize their Cloudflare investment, ensuring they understand and utilize the platform effectively. Your natural curiosity and problem-solving skills will drive you to identify root causes and implement elegant solutions. Collaborating with various teams, you will play a crucial role in customer success, retention, and expansion. If you are passionate about technology and eager to make a difference, this opportunity is perfect for you.

Benefits

Medical/Rx Insurance

Vision Insurance

Flexible Spending Accounts

Commuter Spending Accounts

401(k) Retirement Savings Plan

Employee Stock Participation Plan

On-demand mental health support

Flexible paid time off

Short and Long Term Disability Insurance

Global Travel Medical Insurance

Qualifications

• 5-8 years of post-sales customer relationship management experience.
• Deep understanding of internet workings and technical curiosity.

Responsibilities

• Serve as a trusted technical advisor and help expand existing business.
• Deliver organized onboarding and ensure customer success with Cloudflare products.

Skills

Customer Relationship Management

Technical Curiosity

Project Management

Problem Solving

Fluent in English

Knowledge of Internet Technology

Job description

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.

We realize people do not fit into neat boxes. We are looking for curious and empathetic individuals who are committed to developing themselves and learning new skills, and we are ready to help you do that. We cannot complete our mission without building a diverse and inclusive team. We hire the best people based on an evaluation of their potential and support them throughout their time at Cloudflare. Come join us!

Location: Austin, Atlanta, New York, Washington DC

Job Description

As a Customer Solutions Engineer (CSE), you will be the trusted technical advisor throughout a customer’s lifecycle. You are a 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 CSE, you strive to understand customer requirements and issues at the molecular level. You have natural curiosity and a 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 the Customer Success Manager (CSM) 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.

Responsibilities

As a critical member of the Account Team, you will serve as a trusted technical advisor, help expand existing business, and ensure the success of our customers:

• You will be part of a regional team and will work closely with CSMs supporting the regional book of business.
• Deliver a timely and organized onboarding for customers, ensure customers see the full value in Cloudflare's products, and advise on technical best practices.
• Ensure customer retention and expansion through relationship building and participation in periodic account reviews to contribute your expertise on technical topics.
• Provide customers with clear proactive technical guidance and expertise across all our products.
• 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.
• The role may require 20-30% travel to attend meetings with customers, attend conferences, and other industry events, and to collaborate with your Cloudflare teammates.

Experiences might include a combination of the skills below:

• Fluent in English (Portuguese or Spanish as a second language is a plus).
• 5-8 years of prior post-sales customer relationship management.
• Deep understanding of how the internet works and the desire to expand that knowledge.
• Technical curiosity and passion: Cloudflare is at the cutting edge of internet technology, and our CSEs are viewed as subject-matter experts.
• Ability to manage a project, work to deadlines, and prioritize between competing demands.

Bonus!

Understanding of, or experience with, regulatory requirements such as PCI DSS, HIPAA, and SOC-2.

Compensation

Compensation may be adjusted depending on work location.

• For New York City and Washington D.C. based hires: Estimated annual salary of $136,000 - $166,000.

Equity

This role is eligible to participate in Cloudflare’s equity plan.

Cloudflare offers a complete package of benefits and programs to support you and your family. Our benefits programs can help you pay health care expenses, support caregiving, build capital for the future and make life a little easier and fun!

Health & Welfare Benefits

• Medical/Rx Insurance
• Vision Insurance
• Flexible Spending Accounts
• Commuter Spending Accounts
• Fertility & Family Forming Benefits
• On-demand mental health support and Employee Assistance Program
• Global Travel Medical Insurance
• Short and Long Term Disability Insurance
• 401(k) Retirement Savings Plan
• Employee Stock Participation Plan

Time Off

• Flexible paid time off covering vacation and sick leave.
• Leave programs, including parental, pregnancy health, medical, and bereavement leave.

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.

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.