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Customer Reliability Engineer
Cloudflare. Own complex, high-severity customer issues end-to-end from initial signal through confirmed resolution .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in site reliability engineering and customer-facing technical support, with a strong foundation in networking and security principles. Proficient in incident management and automation, driving improvements in reliability metrics and operational readiness.
Highest-signal resume keywords
Site Reliability EngineeringNetworking and Security FoundationIncident ManagementBash and Python ScriptingCustomer-Facing Accountability
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TCP/IPOSI ModelDNSHTTP/SBGPLinux Command-Line ToolsSQLCI/CDTerraformKubernetes
Soft Skills
Excellent Written CommunicationExcellent Verbal CommunicationProblem-SolvingComposure During High-Severity Incidents
Tools & Technologies
WiresharkTcpdumpKibanaElasticsearchGrafanaDistributed TracingCloudflare PlatformAWSAzureGCP
Industry Keywords
DDoS MitigationZero Trust ArchitectureNetwork SegmentationPostmortem CultureReliability Frameworks
Tech Stack
Tools & technologiesAWSAzureDNSDockerElasticSearchFirewallsGoogle Cloud PlatformGrafanaJavaScriptKubernetesLinuxPythonSMTPSQLSwitchingTCP/IPTerraform
About the role
Key responsibilities & impact- Own complex, high-severity customer issues end-to-end from initial signal through confirmed resolution
- Reproduce defects, isolate root causes across Cloudflare infrastructure and customer stacks, drive fixes with Product Engineering, and confirm resolution
- Hold on-call responsibility for high-severity incidents as part of a global shift rotation including weekends
- Analyze support and telemetry signals to identify systemic risks before incidents occur
- Build monitoring, detection, diagnostic, telemetry, distributed tracing, and automation capabilities
- Define customer-facing reliability metrics and drive measurable improvement in error rates, resolution times, and repeat-contact rates
- Manage technical escalation lifecycles with clear ownership and timely communication
- Partner with Product Engineering on fixes, workarounds, and configuration changes
- Represent customer reliability in engineering syncs, incident reviews, and postmortems
- Raise Customer Support’s technical capability through pair-debugging, knowledge transfer, shared tooling, runbooks, knowledge bases, and AI skills
- Maintain expertise across Cloudflare’s edge networking, DNS, CDN, WAF, DDoS mitigation, Zero Trust, Workers, and developer platform products
- Serve as a subject-matter expert and share incident insights to improve documentation and operational readiness
Requirements
What you’ll need- Available location: Singapore
- Minimum 5 years of hands-on experience in site reliability engineering, escalation engineering, systems engineering, or a comparable deeply technical support / operations role
- At least 2 years of experience in customer-facing environments
- Strong networking and security foundation, including TCP/IP, OSI model, IPv4/IPv6, subnetting, routing, switching, DNS, HTTP/S, TLS/SSL, SMTP, SNMP, NTP, BGP, OSPF, firewalls, NAT, ACLs, IPSec, SSL/TLS tunnels, GRE, Zero Trust architecture, and network segmentation
- Proficiency with Wireshark, tcpdump, Kibana, Elasticsearch, Grafana, and distributed tracing
- Strong Bash and Python scripting and automation skills
- Experience with incident management, postmortem culture, and SLO/SLI-based reliability practices
- Excellent written and verbal communication
- Ability to own ambiguous, cross-layer problems and remain composed during high-severity incidents
- Desired: SRE, DevOps, or platform engineering experience with direct customer-facing accountability
- Desired: L3/L4 network infrastructure and L7 application protocol expertise
- Desired: Linux command-line tools including curl, dig, git, traceroute, mtr, strace, and ss
- Desired: SQL, PromQL, CI/CD, Terraform, Pulumi, Kubernetes, Docker, internal tooling, technical leadership, AI/ML, and enterprise customer engagement
- Bonus: Cloudflare platform experience, Workers, Pages, R2, D1, AWS, Azure, GCP, HTML, JavaScript, regular expressions, chaos engineering, reliability frameworks, email, DNS, FTP, and SSH
- Offer may be conditioned on authorization to receive software or technology controlled under U.S. export laws without sponsorship for an export license
Benefits
Comp & perks- Applicants progressing to the offer stage may be asked to attend an in-person interview within a Cloudflare office or hub
- Equal employment opportunity and commitment to diversity and inclusiveness
- Reasonable accommodations for qualified individuals with disabilities
- Access to Cloudflare products and tools supporting a better Internet (mission-related benefits described)