Technical Support Team Leader overseeing Support Consultants at Procentia. Focusing on Python troubleshooting and team development for efficient technical operations.
About the role
- Technical Support Engineer serving as the technical point of contact for Cloudflare’s Developer and Media Platform products. Troubleshooting and resolving technical issues for developers and businesses.
Responsibilities
- Provide expert technical support for Cloudflare Developer Platform products: Workers, Durable Objects, D1, R2, Pages, KV, Images, and Stream.
- Troubleshoot and resolve issues related to Cloudflare AI workloads (Workers AI, AI Gateway, Vectorize), including inference API errors, latency, and resource utilization.
- Engage with customers through multiple support channels, including email, phone, chat, and customer calls/meetings.
- Reproduce customer issues in test environments, isolate the root cause, and document clear steps to resolution.
- Collaborate with Engineering teams on bug triage and product feedback, using internal JIRA and escalation processes.
- Author and improve documentation, runbooks, and knowledge base articles to empower self-service for developers.
- Contribute to internal training and mentor peers in areas like serverless computing, JavaScript runtime debugging, and edge storage architecture.
- Maintain excellent communication and empathy when engaging with customers, from startup developers to enterprise engineering teams.
Requirements
- Minimum 3 years of experience in a technical support or customer engineering role, preferably supporting developer or platform products.
- Strong understanding of internet and web protocols — including HTTP/HTTPS, DNS, TCP/IP, and TLS — and experience using diagnostic tools (e.g., curl, dig, wrangler, DevTools, HAR files, etc.) for troubleshooting and analysis.
- Experience with observability and tracing tools for performance troubleshooting and incident analysis (e.g., Cloudflare Analytics, New Relic, Datadog, Grafana, or equivalent).
- Familiarity with AI-related services such as Workers AI, AI Gateway, or Vectorize, and a general understanding of how AI workloads (e.g., model or inference requests) differ from typical web or API traffic in terms of performance and resource usage.
- Working knowledge of Terraform, Wrangler CLI, or similar automation tools.
- Excellent verbal and written communication skills, with the ability to convey technical information clearly to both technical and non-technical audiences.
Benefits
- Medical/Rx Insurance
- Dental 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
- Life & Accident Insurance
- 401(k) Retirement Savings Plan
- Employee Stock Participation Plan
- Flexible paid time off covering vacation and sick leave
- Leave programs, including parental, pregnancy health, medical, and bereavement leave
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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