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Available Locations: Lisbon or Remote Portugal About the Department The Cloudflare Customer Support Team solves complicated problems and answers technical questions via phone, email, chat and social media. Whether it is a Wordpress blogger using our services for free or a global Enterprise business with petabytes of web traffic, we are always eager to assist. We are the eyes and ears of Cloudflare, acting as the real-time voice of the customer to help communicate their needs and real-world use cases back to the rest of the company - for better service and future product development. DescriptionSecurity Operations Center Engineers provide premium-level support for Cloudflare's security products and features. Our largest and most technically sophisticated customers will contact Support for assistance and intelligence in dealing with threats or attacks on their infrastructure at OSI Layers 3, 4, and 7. This will span the range of Cloudflare security products from Magic Transit Infrastructure Protection, DDoS mitigation and Network Firewall, to using the Web Application firewall (WAF), Spectrum, Bot Management and Rate Limiting to help customers. Security Operations Center Engineers analyze threats, make detailed and informed suggestions for mitigation and may need to implement mitigation strategies directly on behalf of the customer. The team also provides attack reporting beyond Cloudflare's self-service reports. ResponsibilitiesMonitor and investigate the alerts to identify attacksWork with Engineering and Operations teams to mitigate attacks, suggest steps to mitigate, and apply the appropriate mitigation, when applicableWork with Engineering and Product teams to improve the products and toolsCommunicate with customers via chat, email, and phoneReview the latest alerts to determine relevancy and urgency. Create new tracking tickets for alerts that signal an incident and require review or escalationConfigure / Manager security monitoring rules and contribute to tool improvementsCompare traffic signatures and attributes including IP addresses, cookie variations, HTTP headers, and JavaScript footprints to determine what is good traffic and what is maliciousDDoS mitigation for OSI layers 3,4, & 7: filter malicious traffic using Cloudflare tools like Magic Transit, Network Firewall, WAF, IP reputation lists, packet inspection, blacklisting, whitelisting, and/or rate limiting.Key skill sets Modern internet protocols like UDP, TCP, etc.Advanced understanding of iptablesAnalysis of traffic for attack anomaly detection and creation of mitigation rulesExperience in handling attack mitigation and thorough knowledge of various attacks (L3/4 and L7)Knowledge of Cloudflare Security Products & FeaturesTechnical Support experienceGood communication skills with high-value VIP customers under attackComputer Networking fundamentalsCommand line / Bash shellSysadmin skills (Linux/Mac/Windows) & Programming skills (Python, Ruby, PHP, C, C#, Java, Perl, Git etc.)Security skills and certifications: CISSP, GCIA GCIH, GCFA, GCFE, etc.Calm under pressure
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