Technical Support Engineer, Developer Platform

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: Austin, Texas. You will be expected to work from our Austin office twice a week. Schedule: This is a full-time role on a Tuesday-Saturday or Sunday-Thursday rotation with a firm start time of 11:00 AM Central Time to align with our global operations. About the Department Cloudflare’s Customer Support team helps customers resolve complex technical problems and build a better Internet. Within Developer Platform, we work with individual developers, startups, and enterprise engineering teams building production applications on Cloudflare. We bring together technical investigation, thoughtful customer communication, and close collaboration with Product and Engineering to resolve issues and improve the developer experience. About the role As a Technical Support Engineer on our Developer Platform team, you’ll help developers build and run applications on Cloudflare Workers, Workers AI, Durable Objects, R2, D1, Workflows, Pages, Queues, and Workers KV. You’ll investigate platform behavior, replicate reported issues in a test account, guide customers on enabling logs and tracing, and turn findings into clear, practical guidance. You’ll also improve the scripts, documentation, and AI-assisted workflows that help the team solve problems consistently. This role combines hands-on troubleshooting, customer communication, and ownership across a rapidly evolving platform. Responsibilities • Own technical support cases from initial investigation through resolution via email, chat, and phone, providing clear next steps, timely follow-up, and empathetic communication. • Troubleshoot builds and deployments, runtime errors, resource limits, routing, and bindings to storage, databases, and external APIs. • Replicate reported behavior in a sandbox environment, analyze platform logs and request telemetry, and guide customers on enabling observability and tracing to isolate root causes. • Partner with Engineering on escalations with clear customer impact, reproduction steps, and diagnostic evidence, keeping customers informed through resolution. • Define and update runbooks, AI skills, conversational journeys, and documentation to ensure automated workflows and customer guidance remain accurate and up to date. • Use and improve diagnostic scripts, tools, and test examples that help customers and teammates troubleshoot faster. • Prioritize concurrent cases by customer impact, provide clear handoffs across time zones, and help identify and communicate recurring issues or incidents. • Collaborate with teammates, Product, and Engineering to report reproducible bugs, validate fixes, and improve product reliability and support workflows. Desirable Skills, Knowledge, and Experience • 3-5 years of experience in technical customer support, developer support, or a similar role troubleshooting web applications, cloud services, or APIs. • Ability to write or modify small scripts in JavaScript, Python, Bash, or a similar language to reproduce issues and inspect API behavior. • Excellent written and verbal communication: explain complex findings clearly, ask focused questions, set realistic expectations, and guide customers with different levels of technical expertise. • A structured troubleshooting approach: isolate variables, compare environments, and interpret logs, stack traces, and error messages to pinpoint root causes. • Strong understanding of HTTP(S), DNS, SSL/TLS, caching, and how web requests flow between clients, edge networks, and origin servers. • Familiarity with REST APIs, JSON, authentication headers, and basic SQL queries when investigating application or data issues. • Experience supporting or deploying cloud-hosted web applications, including environment configuration, build logs, and runtime errors. • Comfort working in Linux or Unix-like environments with command-line tools such as curl, dig, openssl, and Git, as well as browser developer tools. • Curiosity, independent learning, and sound judgment when prioritizing cases, collaborating with teammates, and verifying outputs from AI tools and documentation. 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. Project Galileo: Since 2014, we've equipped more than 2,400 journalism