- Communicate with customers via chat, email, and phone
- Compare traffic signatures and attributes including IP addresses, cookie variations, HTTP headers, and JavaScript footprints to determine what is good traffic and what is malicious
- DDoS mitigation for OSI layers 3,4, & 7: advise customers on how to filter malicious traffic using Cloudflare tools like Magic Transit, Network Firewall, WAF, IP reputation lists, packet inspection, blocklisting, allowlisting, and rate limiting
- Work with Engineering and Operations teams to mitigate attacks, suggest steps to mitigate, and apply the appropriate mitigation when applicable
- Work with Engineering and Product teams to improve products and tools
Requirements
- Fluent English speaker is a requirement
- Minimum 3 years working within a Technical Support team solving various technical issues
- Self-driven and capable of learning new technologies / systems / features with little guidance
- Fundamental understanding how the Internet works (OSI Model)
- Advanced understanding of internet protocols like TCP and UDP
- Computer Networking fundamentals, experience with iptables and looking glass
- Experience troubleshooting network connectivity issues, BGP routing, and GRE tunnels
- Packet capture analysis
- Experience in command line and tools, including curl, dig, traceroute, openssl, git
- Experience troubleshooting DNS, SSL / TLS, HTTP
- Experience in a web development and / or hosting environment such as installing and configuring web servers like Apache, Nginx, Caddy and IIS
- Experience writing scripts in Bash, Python, JavaScript or other scripting language
- Experience in working as part of a team in a customer-facing role.
Core Competencies
Demonstrates expertise in technical support with a strong focus on network security and traffic analysis. Proficient in troubleshooting and mitigating DDoS attacks while effectively communicating with customers and collaborating with engineering teams.
Highest-signal resume keywords
- DDoS Mitigation
- Packet Capture Analysis
- Network Connectivity Troubleshooting
- Scripting in Bash, Python, JavaScript
- Fluent English Communication
ATS Optimization Keywords
Hard Skills
- Technical Support
- Internet Protocols (TCP, UDP)
- Computer Networking Fundamentals
- Traffic Signature Analysis
- Command Line Tools (curl, dig, traceroute, openssl, git)
- Web Server Configuration (Apache, Nginx, Caddy, IIS)
- BGP Routing
- GRE Tunnels
- Packet Inspection
- Rate Limiting
Soft Skills
- Self-Driven
- Customer-Facing Role
- Team Collaboration
Industry Keywords
- OSI Model
- Malicious Traffic Filtering
- Allowlisting
- Blocklisting
- HTTP Headers
Tools & Technologies
- Cloudflare Tools
- Magic Transit
- Network Firewall
- WAF
- IP Reputation Lists