Senior Customer Reliability Engineer
Cloudflare3 hours ago
Responsibilities
- Own high-severity, cross-layer customer incidents from initial signal through root-cause analysis, remediation, and confirmed resolution.
- Debug issues across edge networking, routing, DNS, transport, APIs, applications, and customer-side configuration.
- Participate in a global high-severity on-call rotation, including weekends.
- Build telemetry, detection, distributed tracing, diagnostic tooling, and automation that identify and reduce recurring customer-impacting issues.
- Prototype and deploy AI-assisted diagnostic agents that gather logs and configuration and propose evidence-backed root causes.
- Partner with Product Engineering and platform teams to drive fixes, workarounds, and configuration changes.
- Define customer-facing reliability metrics and improve mean time to detect and resolve issues.
- Improve Customer Support capabilities through pair-debugging, knowledge transfer, runbooks, internal documentation, and shared tooling.
- Represent customer reliability in engineering syncs, incident reviews, and postmortems while mentoring and influencing teams without direct authority.
Requirements
- At least 5 years of hands-on experience in site reliability engineering, escalation engineering, systems engineering, or a comparable deeply technical support or operations role.
- At least 2 years of experience in customer-facing environments.
- Strong networking and security knowledge, including TCP/IP, IPv4/IPv6, subnetting, routing, switching, DNS, HTTP/S, TLS/SSL, SMTP, SNMP, NTP, BGP, OSPF, firewalls, NAT, ACLs, VPNs, encryption, and Zero Trust architecture.
- Experience with Wireshark, tcpdump, Kibana, Elasticsearch, Grafana, and distributed tracing.
- Strong Bash and Python scripting and automation experience.
- Experience with incident management, postmortems, SLO/SLI-based reliability practices, and customer-facing accountability.
- Deep expertise in L3/L4 network infrastructure and L7 application protocols, including DNS, HTTP, and WebSocket.
- Expert proficiency with Linux command-line tools including curl, dig, git, traceroute, mtr, strace, and ss.
- Experience analyzing data at scale with SQL, PromQL, or equivalent.
- Familiarity with CI/CD pipelines, infrastructure-as-code, Terraform, Pulumi, Kubernetes, and Docker.
- Demonstrated technical leadership, mentoring, cross-team initiative ownership, and ability to influence without direct authority.
- Experience applying AI/ML to production engineering or operational workflows.
- Ability to work directly with enterprise customer engineering teams during incidents.
- Bonus qualifications include Cloudflare platform experience, Workers, Pages, R2, D1, cloud networking across AWS, Azure, or GCP, HTML, JavaScript, regular expressions, chaos engineering, Google SRE principles, and non-HTTP services such as email, authoritative or recursive DNS, FTP, and SSH.
Benefits
- Medical/Rx, dental, and vision insurance.
- Flexible spending and commuter spending accounts.
- Fertility and family-forming benefits, on-demand mental health support, Employee Assistance Program, and global travel medical insurance.
- Short- and long-term disability, life and accident insurance, a 401(k) retirement savings plan, and an employee stock participation plan.
- Flexible paid time off and leave programs including parental, pregnancy health, medical, and bereavement leave.
- The role is based in Austin, US; candidates progressing to the offer stage may be asked to attend an in-person interview at a Cloudflare office or hub.
- The role is eligible to participate in Cloudflare’s equity plan.
Tech Stack
AWSAzureBashCloudflareDockerElasticsearchGitGoogle Cloud PlatformGrafanaHTMLJavaScriptKibanaKubernetesLinuxPythonSQLTerraform
Categories
Site Reliability
About Cloudflare
Cloudflare builds a global network that provides CDN, DDoS mitigation, DNS, Zero Trust security, and developer/edge computing tools for organizations of all sizes. It sells subscriptions to its cloud-based platform and usage-based services that protect and accelerate web sites, APIs, and corporate networks, plus serverless apps via Workers. Founded in 2009 and headquartered in San Francisco, it is a public company traded on the NYSE (ticker: NET).