Senior Customer Reliability Engineer

Cloudflare

. Own high-severity, cross-layer customer incidents end-to-end, from first signal through confirmed resolution .

Posted 10/23/2026full-timeAustin • Texas • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in site reliability engineering with a strong foundation in networking and security, proficient in automation and scripting, and capable of managing high-severity incidents while improving customer reliability metrics. Engages effectively with cross-functional teams and enterprise customers to drive technical solutions and enhance operational workflows.

Highest-signal resume keywords

Site Reliability EngineeringNetworking And SecurityAutomation And ScriptingIncident ManagementTechnical Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TCP/IPDNSBash ScriptingPython ScriptingSQLLinux Command-Line ToolsAI/ML ApplicationData AnalysisDistributed TracingZero Trust Architecture

Soft Skills

Excellent CommunicationMentoringProblem-SolvingCross-Team CollaborationComposure Under Pressure

Tools & Technologies

WiresharkTcpdumpKibanaElasticsearchGrafanaTerraformPulumiKubernetesDockerCI/CD Pipelines

Industry Keywords

Cloudflare ProductsEdge NetworkingCDNDDoS MitigationIncident ReviewsPostmortem CultureSLO/SLI-Based ReliabilityCustomer-Facing EnvironmentsTechnical EscalationOperational Workflows

Tech Stack

Tools & technologies

DNSDockerElasticSearchFirewallsGrafanaKubernetesLinuxPythonSMTPSQLSwitchingTCP/IPTerraform

About the role

Key responsibilities & impact

Own high-severity, cross-layer customer incidents end-to-end, from first 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 for high-severity incidents as part of a global shift rotation, including weekends
Build telemetry pipelines, detectors, diagnostic tooling, and automation that identify or prevent customer issues and reduce support toil
Analyze support and telemetry signals across the customer base to identify systemic risks
Define customer-facing reliability metrics and drive measurable improvement
Write automation to reduce mean-time-to-detect and mean-time-to-resolve
Partner with Product Engineering and platform teams on fixes, workarounds, configuration changes, and product capabilities
Prototype and deploy AI agents and tooling for incident pre-diagnosis, log and configuration retrieval, and evidence-based root-cause proposals
Manage technical escalation lifecycles and represent customer reliability in engineering syncs, incident reviews, and postmortems
Raise Customer Support’s technical capabilities through pair-debugging, knowledge transfer, shared tooling, runbooks, knowledge bases, and AI skills
Maintain deep expertise across Cloudflare products including edge networking, DNS, CDN, WAF, DDoS mitigation, Zero Trust, Workers, and the developer platform
Serve as a subject-matter expert and anticipate customer impact from releases and architecture changes

Requirements

What you’ll need

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, including TCP/IP, OSI model, IPv4/IPv6, subnetting, routing, switching, DNS, HTTP/S, TLS/SSL, SMTP, SNMP, NTP, BGP, OSPF, firewalls, NAT, ACLs, VPNs, encryption, and Zero Trust architecture
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
SRE, DevOps, or platform engineering experience with direct customer-facing accountability
Deep expertise at L3/L4 and L7
Expert-level proficiency with Linux command-line tools including curl, dig, git, traceroute, mtr, strace, and ss
Data-at-scale analysis using SQL, PromQL, or equivalent
Familiarity with CI/CD pipelines, infrastructure-as-code such as Terraform and Pulumi, and container orchestration such as Kubernetes and Docker
Track record of building internal tooling or diagnostic utilities that measurably improved team efficiency
Demonstrated technical leadership, mentoring, cross-team initiatives, and influencing outcomes without direct authority
Experience applying AI/ML to production engineering or operational workflows
Comfort engaging directly with enterprise customer engineering teams during incidents
Excellent written and verbal communication; ability to convey complex technical information clearly
Comfort owning ambiguous, cross-layer problems and maintaining composure during high-severity incidents

Benefits

Comp & perks

Equity plan participation
Medical/Rx Insurance
Dental Insurance
Vision Insurance
Flexible Spending Accounts
Commuter Spending Accounts
Fertility & Family Forming Benefits
On-demand mental health support and Employee Assistance Program
Global Travel Medical Insurance
Short and Long Term Disability Insurance
Life & Accident Insurance
401(k) Retirement Savings Plan
Employee Stock Participation Plan
Flexible paid time off covering vacation and sick leave
Leave programs, including parental, pregnancy health, medical, and bereavement leave