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Cloudflare - Senior Customer Reliability Engineer

Hybrid€61k - €84k/year+ Equity4d ago

Requirements

• Minimum 5 years of hands-on experience in site reliability engineering, escalation engineering, systems engineering, or a comparable deeply technical support / operations role, with at least 2 years in customer-facing environments. • Strong foundation in networking and security: • TCP/IP fundamentals: OSI model, IPv4/IPv6 addressing, subnetting, routing, switching. • Core protocols: DNS, HTTP/S, TLS/SSL, SMTP, SNMP, NTP. • Routing protocols: BGP, OSPF, including path selection and route propagation. • Firewall concepts: stateful/stateless inspection, rule sets, NAT, ACLs. • VPN and encryption: IPSec, SSL/TLS tunnels, GRE. • Zero Trust architecture, network segmentation, modern security models. • Proficiency with observability and diagnostic tooling: packet capture and analysis (Wireshark, tcpdump), log aggregation (Kibana, Elasticsearch), metrics dashboards (Grafana), distributed tracing. • Strong scripting and automation skills (Bash, Python) with a track record of shipping tooling that improves reliability and reduces toil. • Experience with incident management, postmortem culture, and SLO/SLI-based reliability practices. • Excellent written and verbal communication. Able to convey complex technical information clearly to engineers, leadership, and customers. • Comfort owning ambiguous, cross-layer problems. 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, mtr, strace, ss. • Data-at-scale analysis using SQL, PromQL, or equivalent. • Familiarity with CI/CD pipelines, infrastructure-as-code (Terraform, Pulumi), and container orchestration (Kubernetes, Docker). • Track record of building internal tooling or diagnostic utilities that measurably improved team efficiency. • Demonstrated technical leadership: mentoring engineers, driving cross-team initiatives, influencing outcomes without direct authority. • Experience applying AI/ML to production engineering or operational workflows. • Comfort engaging directly with enterprise customer engineering teams, including on calls during incidents. • Active Cloudflare user who understands the platform as a practitioner. • Hands-on experience with Workers, Pages, R2, D1, or other developer platform services. • Cloud networking and security experience across AWS, Azure, or GCP. • Web programming (HTML, JavaScript) and regular expressions. • Chaos engineering or formal reliability frameworks (e.g., Google SRE principles). • Managing or configuring non-HTTP services: email, DNS authoritative/recursive, FTP, SSH.

Responsibilities

• Rapid incident response and root cause analysis. Own the most complex, high-severity customer issues end-to-end, from first signal through confirmed resolution. Lead deep-dive debugging across the full stack: edge, network, DNS, transport, APIs, application, customer-side configuration. Reproduce defects, validate fixes with Engineering, and confirm customer-side resolution. Produce postmortems other engineers rely on. Hold on-call for high-severity incidents as part of a global rotation that includes weekends. • Rapid incident response and root cause analysis. • Proactive reliability engineering. Analyze support and telemetry signals across the customer base to find systemic risks before they become incidents. Contribute monitoring, detection, and diagnostic capability to the core product and the engineering systems that give Customer Support early visibility into customer-affecting issues. Define customer-facing reliability metrics (error rates, resolution times, repeat-contact rates) and drive measurable improvement. Write automation that reduces mean-time-to-detect and mean-time-to-resolve. • Proactive reliability engineering. • Cross-functional partnership. Manage the technical escalation lifecycle with clear ownership and timely communication. Partner with Product Engineering to drive fixes, workarounds, and configuration changes that address underlying gaps. Represent the customer reliability perspective in engineering syncs, incident reviews, and post-mortem processes. • Cross-functional partnership. • Technical leadership and enablement. Raise the technical floor of Customer Support through pair-debugging, structured knowledge transfer, and shared tooling. Document diagnostic procedures and resolution patterns in runbooks, internal knowledge bases, and AI skills. Share insights from customer-facing incidents to improve product documentation and operational readiness. • Technical leadership and enablement. • Product and platform depth. Maintain deep, current expertise across Cloudflare's product portfolio: edge networking, DNS, CDN, WAF, DDoS mitigation, Zero Trust, Workers, and our developer platform. Anticipate customer impact from new releases and architecture changes. Serve as a go-to subject-matter expert in one or more domains. • Product and platform depth.

Benefits

• ● For Portugal based hires: Estimated annual salary is between € 61,000 - 84,000 • The final offer will be inclusive of time exemption, in alignment with the applicable law and collective bargaining agreements. • Equity • Equity • This role is eligible to participate in Cloudflare’s equity plan. • 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 and civil society organizations in 111 countries with powerful tools to defend themselves against attacks that would otherwise censor their work, technology already used by Cloudflare’s enterprise customers--at no cost. • Project Galileo • Athenian Project: In 2017, we created the Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free, so that their constituents have access to election information and voter registration. Since the project, we've provided services to more than 425 local government election websites in 33 states. • Athenian Project • 1.1.1.1 • Sound like something you’d like to be a part of? We’d love to hear from you! • Please note that applicants who progress to the offer stage of the interview process may be asked to attend an in-person interview within one of the Cloudflare Offices or Cloudflare Hubs. More details about this will be available at that stage of the interview process. • This position may require access to information protected under U.S. export control laws, including the U.S. Export Administration Regulations. Please note that any offer of employment may be conditioned on your authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license.