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About the Role

Cloudflare is building a customer-facing engineering organization to ensure the reliability of the systems our customers run on Cloudflare. This function, Customer Reliability Engineering (CRE), applies SRE discipline outward, engaging directly with customers at scale. CRE is a rapid response and proactive engineering team, fixing issues at the edge and building product capabilities to prevent crises. Engineers will work with and help build AI-native tooling for incident diagnosis and resolution.

Responsibilities

Own a Sev-1 incident where a large financial services customer sees asymmetric latency from a single POP, tracing it through BGP routing and origin configuration, and producing the fix upstream.
Diagnose a recurring WebSocket disconnect for a media customer, isolating it to an interaction between WAF and their origin load balancer, and driving the fix with Product Engineering.
Partner with a government customer's SRE team during an active DDoS event, helping them shape their Magic Transit and WAF configuration in real time.
Build, with Product Engineering, a distributed tracing capability that correlates Cloudflare edge signals with customer origin metrics for end-to-end request failure analysis.
Ship a detector for WAF false positives that are silently degrading several customers, ensuring it is in production before the next renewal cycle.
Prototype an AI agent that takes a new customer case, pulls relevant logs and configuration, and proposes a root cause with linked evidence, deploying it internally and measuring its impact on engineer speed.
Perform rapid incident response and root cause analysis, owning complex, high-severity customer issues end-to-end.
Lead deep-dive debugging across the full stack, including edge, network, DNS, transport, APIs, application, and customer-side configuration.
Reproduce defects, validate fixes with Engineering, and confirm customer-side resolution.
Produce postmortems that other engineers can rely on.
Hold on-call for high-severity incidents as part of a global rotation.
Analyze support and telemetry signals across the customer base to identify systemic risks before they become incidents.
Contribute monitoring, detection, and diagnostic capabilities to the core product and engineering systems.
Define and drive measurable improvement in customer-facing reliability metrics (error rates, resolution times, repeat-contact rates).
Write automation to reduce mean-time-to-detect and mean-time-to-resolve.
Manage the technical escalation lifecycle with clear ownership and timely communication.
Partner with Product Engineering to drive fixes, workarounds, and configuration changes.
Represent the customer reliability perspective in engineering syncs, incident reviews, and post-mortem processes.
Raise the technical floor of Customer Support through pair-debugging, knowledge transfer, and shared tooling.
Document diagnostic procedures and resolution patterns in runbooks and knowledge bases.
Share insights from customer-facing incidents to improve product documentation and operational readiness.
Maintain deep, current expertise across Cloudflare's product portfolio.
Anticipate customer impact from new releases and architecture changes.
Serve as a go-to subject-matter expert in one or more domains.

Requirements

Minimum 5 years of hands-on experience in site reliability engineering, escalation engineering, systems engineering, or a comparable deeply technical support/operations role.
At least 2 years of experience in customer-facing environments.
Strong foundation in networking and security, including TCP/IP fundamentals, core protocols (DNS, HTTP/S, TLS/SSL, etc.), routing protocols (BGP, OSPF), firewall concepts, and VPN/encryption.
Familiarity with Zero Trust architecture and modern security models.
Proficiency with observability and diagnostic tooling (e.g., Wireshark, tcpdump, Kibana, Elasticsearch, Grafana).
Strong scripting and automation skills (Bash, Python) with a track record of shipping reliability-improving tooling.
Experience with incident management, postmortem culture, and SLO/SLI-based reliability practices.
Excellent written and verbal communication skills.
Comfort owning ambiguous, cross-layer problems and composure under pressure during high-severity incidents.
SRE, DevOps, or platform engineering experience with direct customer-facing accountability.
Deep expertise at both L3/L4 (network infrastructure) and L7 (application protocols, DNS, HTTP, WebSocket).
Expert-level proficiency with Linux command-line tools (curl, dig, git, traceroute, etc.).
Data-at-scale analysis using SQL, PromQL, or equivalent.
Familiarity with CI/CD pipelines, infrastructure-as-code, and container orchestration.
Track record of building internal tooling or diagnostic utilities that measurably improved team efficiency.
Demonstrated technical leadership, including mentoring engineers and driving cross-team initiatives.
Experience applying AI/ML to production engineering or operational workflows.
Comfort engaging directly with enterprise customer engineering teams, including during incidents.
Applicants may be asked to attend an in-person interview.
Employment may be conditioned on authorization to receive information protected under U.S. export control laws without sponsorship.

Skills

Networking
Security
TCP/IP
DNS
HTTP/S
TLS/SSL
BGP
OSPF
Firewall concepts
VPN
Zero Trust architecture
Observability tooling
Diagnostic tooling
Packet capture analysis
Log aggregation
Metrics dashboards
Distributed tracing
Bash scripting
Python scripting
Automation
Incident management
Postmortem culture
SLO/SLI
Linux command-line tools
SQL
PromQL
CI/CD
Infrastructure-as-code
Container orchestration
AI/ML
Workers
Pages
R2
D1
AWS
Azure
GCP
Web programming
Regular expressions
Chaos engineering
Email management
SSH management

Location

Austin, US

Work Type

Full-time

Experience Level

Minimum 5 years of hands-on experience
At least 2 years in customer-facing environments

Benefits

Equity
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

About the Company

Cloudflare is on a mission to help build a better Internet, running one of the world’s largest networks that powers millions of websites and Internet properties.
The company protects and accelerates online applications without hardware or software changes, routing traffic through an intelligent global network that improves performance and reduces attacks.
Cloudflare was named to Entrepreneur Magazine’s Top Company Cultures list and ranked among the World’s Most Innovative Companies by Fast Company.
Cloudflare values builders who identify and solve problems using the latest tools, with a culture built on iteration, leveraging AI, and sharing improvements.
The company fosters a culture that values curiosity over bureaucracy and sees AI as a partner in solving tough problems.
Cloudflare is not just an ambitious technology company, but one with a soul, committed to protecting the free and open Internet.
Initiatives include Project Galileo, which provides protection to journalism and civil society organizations; the Athenian Project, ensuring state and local governments have high-level protection and reliability; and 1.1.1.1, a faster, more secure, and privacy-centric public DNS resolver.

Equal Opportunity

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.
We are an AA/Veterans/Disabled Employer.
Cloudflare provides reasonable accommodations to qualified individuals with disabilities.
If you require a reasonable accommodation to apply for a job, please contact us via e-mail at hr@cloudflare.com or via mail at 101 Townsend St. San Francisco, CA 94107.