Digital Customer Solutions Engineer (APAC/EMEA)

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As a Digital Customer Solutions Engineer, (CSE), you will be the trusted technical advisor throughout a customer’s lifecycle. You are a Cloudflare product expert and will leverage your knowledge to ensure our Enterprise customers understand and utilize the Cloudflare platform to its fullest extent. Your goal is to help customers be successful and derive the most value possible from their Cloudflare investment.
As a Digital CSE, you strive to understand customer requirements and issues at the molecular level. No matter your background, you have natural curiosity and desire to identify root causes of strange problems and the most elegant and efficient solutions. Fundamentally, you are enamored with how the internet works.
You will work closely with Digital Customer Success Managers (CSMs) as well as every other team at Cloudflare, from Sales and Product to Engineering and Customer Support. Customer success will drive you through the entire organization as you seek out and implement scalable solutions for your customer’s needs.

As a critical member of the Digital team you will serve as a trusted technical advisor, help expand existing business, and ensure the success of our customers via limited 1:1 engagements, and 1:many success events:
You will be part of a regional pool of CSMs and CSEs supporting customers needs.
From a technical perspective, your primary responsibilities will be to deliver a timely and organized onboarding for customers, ensure customers see the full value in Cloudflare's products, and advise on technical best practices via 1:many events and limited 1:1 engagements
You will take part in content creation and delivery for technical customer workshops for your area of expertise
Provide customers with clear proactive technical guidance and expertise across your main specialization, and in a secondary area of expertise
Collaborate with Customer Support, Engineering, and other teams to assist with technical escalations
Proactively identify opportunities for expansion for existing customers
Promote retention by capturing and communicating gaps in product or features
Contribute towards the success of the CSE organization through knowledge-sharing activities such as contributing to internal and external documentation, answering technical Q&A, and helping iterate on best practices

Fluency in English is required. Any European language on top is preferred but not exclusive.
6+ years of prior post-sales customer relationship management
Deep understanding of how the internet works and the desire to expand that knowledge. For example:
Layers and protocols of the OSI model, such as TCP/IP, TLS, DNS, HTTP
Reverse and forward proxies and the applications of both
Security aspects of an internet property, such as Firewalls, WAFs, Bot Management, Rate Limiting, (M)TLS, Zero Trust
Performance aspects of an internet property, such as Speed, Latency, Caching, HTTP/2, TLSv1.3
Enjoying the adventure of troubleshooting and solving technical problems
Understanding why Cloudflare plays an increasingly important role on today’s internet
Ability to proactively identify and solve problems then build sustainable solutions to prevent recurrence
Technical curiosity and passion: Cloudflare is at the cutting edge of internet technology, and our CSEs are viewed as subject-matter experts. It’s incumbent on us to stay up to date not only with Cloudflare’s specific products, but with industry trends.
Ability to manage a project, work to deadlines, and prioritize between competing demands

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