Escalation Engineer, Zero Trust

Confirmed live in the last 24 hours

Cloudflare

Hybrid

Posted March 10, 2026

Job Description

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.

Job Location: Austin, TX

About the Department

The Customer Support Team solves complicated problems and answers technical inquiries via phone, email, chat, and social media. Whether it is a WordPress blogger using our services for free or a global Enterprise business with petabytes of web traffic, our team is always eager to assist. We are the eyes and ears of Cloudflare, acting as the real-time voice of the customer to help communicate their needs and real-world use cases back to the rest of the company - to help build a better service and future product development.

Role Summary

The Cloudflare Escalation Engineer is a technical resource within support responsible for owning and resolving the most complex customer escalations. This role partners closely with Technical Support Engineers, proactively swarms on challenging cases, and provides hands-on guidance to accelerate issue resolution. Escalation Engineers lead deep technical investigations across the full stack, isolate and reproduce defects, and ensure accurate, timely communication throughout the escalation lifecycle. While they collaborate with Engineering and Product teams as needed, their primary focus is empowering the support organization, improving customer reliability, and driving high-quality outcomes for escalated customers. They contribute critical insights, document new knowledge, and help shape processes and readiness that strengthen the overall support experience.

Role Responsibilities

Advanced Troubleshooting & Root Cause Analysis
- Investigate the most complex, high-impact customer issues escalated from front-line support (TSEs) and directly raised by customers.
- Perform deep-dive debugging across the full technology stack application, database, infrastructure, APIs, and integrations.
- Serve as a subject matter expert in supporting Zero Trust technologies such as identity and access management (IAM), secure access service edge (SASE), endpoint security, and network segmentation tools.
- Troubleshoot complex technical issues across a broad set of systems including authentication flows (SSO, MFA), policy enforcement, and secure application access.
- Use logs, traces, diagnostics to identify the underlying cause.
- Work with Engineering to validate defects, create reproducible scenarios, and confirm fixes.
- Provide coverage (shift rotation including possibility of weekends and Pacific Time hours) for technical troubleshooting of escalated issues.

Cross-Functional Escalation Management
- Manage escalation lifecycle from intake to closure, ensuring technical accuracy and timely communication.
- Partner with Product and Engineering teams to drive bug fixes or workarounds.

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