{"id":3148996,"url":"https://alion.io/job/cloudflare-senior-customer-reliability-engineer","title":"Senior Customer Reliability Engineer","company":{"id":1532,"name":"Cloudflare","domain":"cloudflare.com","url":"https://alion.io/company/cloudflare","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":79,"open_postings":78,"ghost_share":0.026,"stale_share":0.744,"repost_share":0.051,"time_to_fill_p50_days":58,"computed_at":"2026-10-25T05:49:26Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"senior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Austin, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":136000,"max_usd":257000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":5966},"experience_years_min":5,"visa_sponsorship":true,"relocation_package":false,"has_equity":true,"technologies":[{"name":"AI Agents","optional":false},{"name":"BGP","optional":false},{"name":"Cloudflare","optional":false},{"name":"DNS","optional":false},{"name":"SRE","optional":false},{"name":"WebSockets","optional":false},{"name":"Zero Trust","optional":false},{"name":"AWS","optional":true},{"name":"Azure","optional":true},{"name":"Bash","optional":true},{"name":"Chaos Engineering","optional":true},{"name":"CI/CD","optional":true},{"name":"Docker","optional":true},{"name":"ElasticSearch","optional":true},{"name":"Galileo","optional":true},{"name":"GCP","optional":true},{"name":"Grafana","optional":true},{"name":"Incident Management","optional":true},{"name":"JavaScript","optional":true},{"name":"Kibana","optional":true},{"name":"Kubernetes","optional":true},{"name":"Linux","optional":true},{"name":"OSPF","optional":true},{"name":"Platform Engineering","optional":true},{"name":"Pulumi","optional":true},{"name":"Python","optional":true},{"name":"SLI/SLO/SLA","optional":true},{"name":"SQL","optional":true},{"name":"TCP/IP","optional":true},{"name":"Tcpdump","optional":true},{"name":"Terraform","optional":true},{"name":"VPN","optional":true},{"name":"Wireshark","optional":true}],"status":"live","first_seen_at":"2026-06-24T08:44:22Z","employer_posted_date":"2026-10-23","last_verified_at":"2026-10-25T18:56:10Z","board_verified":true,"closed_at":null,"days_open":123,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":123},"description":"About Us\nAt Cloudflare, we are on a mission to help build a better Internet. Today the company runs one of the world’s largest networks that powers millions of websites and other Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by Cloudflare all have web traffic routed through its intelligent global network, which gets smarter with every request. As a result, they see significant improvement in performance and a decrease in spam and other attacks. Cloudflare was named to Entrepreneur Magazine’s Top Company Cultures list and ranked among the World’s Most Innovative Companies by Fast Company.\nAt Cloudflare, we’re not looking for people who wait for a polished roadmap; we’re looking for the builders who see the cracks in the Internet that everyone else has simply learned to live with. We value candidates who have the instinct to spot a \"normalized\" problem and the AI-native curiosity to create a solution using the latest tools. Our culture is built on iteration, leveraging AI to ship faster today to make it better tomorrow, while ensuring that every improvement, no matter how small, is shared across the team to lift everyone up. If you’re the type of person who values curiosity over bureaucracy, and that AI is a partner in solving tough problems to keep the Internet moving forward, you’ll fit right in.\nAvailable Locations\nAustin, US\nAbout the Role\nCloudflare built its reputation helping build a better Internet, defending millions of sites, giving away SSL and DDoS mitigation when the industry charged premium prices. In an acceleratingly dangerous world, the scope of that mission has changed. We are becoming something more: critical infrastructure. Banks run their payment rails on us. Governments run public services on us. Media companies depend on us during live events. Health systems depend on us to provide care. Reliability for these customers is no longer a feature of our product. It is a mission.\nServing that customer base demands a different operating model. Traditional support organizations route tickets. Traditional engineering organizations ship features. Neither alone is enough when the stakes are this high. We are pivoting to something different: a customer-facing engineering organization, directly engaged with our customers at scale. This is work a central dev team cannot do from the inside of the network.\nThe Customer Reliability Engineering function is the spine of that pivot. CRE is SRE applied outward, the same engineering discipline, applied to the reliability of the systems our customers run on Cloudflare. You are the engineer who owns the problems that matter most to the customers who matter most, and you contribute directly to our products and tooling, in partnership with Product Engineering, to hold that standard across the entire customer base.\nCRE is a rapid response team and a proactive engineering team. You fix things at the edge as they come up, and you help build the product capabilities that identify customer issues before they become a crisis. Both modes are equally core.\nRapid response. When a customer issue surfaces that is high-severity, cross-layer and complex, you are the engineer who answers. You reproduce the defect, isolate the root cause across Cloudflare's infrastructure and the customer's stack, drive the fix with Product Engineering, and confirm resolution. You hold on-call for high-severity incidents as part of a global shift rotation.\nProactive engineering. When no fire is burning, you work with Product Engineering and our platform teams to build the capabilities that make the next fire cheaper or unnecessary: telemetry pipelines that correlate signals across the customer base, detectors that fire before a human notices, diagnostic tooling that scales across hundreds of customers, automation that reduces toil for Customer Support. Every incident you carry generates engineering output that reduces the cost of recurrence. The work compounds.\nCloudflare is building CRE as an AI-native function. You will work with and help build agents and tooling that pre-diagnose incidents, surface relevant logs and configuration, and propose fixes with cited evidence. Engineers who ship AI-assisted diagnostics are the ones defining this discipline.\nResponsibilities\nRapid response:\nOwn a Sev-1 incident where a large financial services customer sees asymmetric latency from a single POP. Trace it through BGP routing and origin configuration. Produce the fix upstream.\nDiagnose a recurring WebSocket disconnect that a media customer has been fighting for weeks. Isolate it to a specific interaction between WAF and their origin load balancer. Drive the fix with Product Engineering.\nPartner with a government customer's SRE team during an active DDoS event. Help them shape their Magic Transit and WAF configuration in real time.\nProactive engineering:\nBuild, with Product Engineering, a distributed tracing capability that correlates Cloudflare edge signals with customer origin metrics so a single query tells the story of a failing request end-to-end.\nShip a detector for a class of WAF false positives silently degrading several customers. Get it into production before the next renewal cycle.\nPrototype an AI agent that takes a new customer case, pulls relevant logs and config, and proposes a root cause with linked evidence. Deploy it internally. Measure whether it makes engineers faster. Iterate.\nRapid incident response and root cause analysis. Own the most complex, high-severity customer issues end-to-end, from first signal through confirmed resolution. Lead deep-dive debugging across the full stack: edge, network, DNS, transport, APIs, application, customer-side configuration. Reproduce defects, validate fixes with Engineering, and confirm customer-side resolution. Produce postmortems other engineers rely on. Hold on-call for high-severity incidents as part of a global rotation that includes weekends.\n Proactive reliability engineering. Analyze support and telemetry signals across the customer base to find systemic risks before they become incidents. Contribute monitoring, detection, and diagnostic capability to the core product and the engineering systems that give Customer Support early visibility into customer-affecting issues. Define customer-facing reliability metrics (error rates, resolution times, repeat-contact rates) and drive measurable improvement. Write automation that reduces mean-time-to-detect and mean-time-to-resolve.\nCross-functional partnership. Manage the technical escalation lifecycle with clear ownership and timely communication. Partner with Product Engineering to drive fixes, workarounds, and configuration changes that address underlying gaps. Represent the customer reliability perspective in engineering syncs, incident reviews, and post-mortem processes.\nTechnical leadership and enablement. Raise the technical floor of Customer Support through pair-debugging, structured knowledge transfer, and shared tooling. Document diagnostic procedures and resolution patterns in runbooks, internal knowledge bases, and AI skills. Share insights from customer-facing incidents to improve product documentation and operational readiness.\n Product and platform depth. Maintain deep, current expertise across Cloudflare's product portfolio: edge networking, DNS, CDN, WAF, DDoS mitigation, Zero Trust, Workers, and our developer platform. Anticipate customer impact from new releases and architecture changes. Serve as a go-to subject-matter expert in one or more domains.\nDesirable Skills, Knowledge, and Experience\nMinimum 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.\nStrong foundation in networking and security:TCP/IP fundamentals: OSI model, IPv4/IPv6 addressing, subnetting, routing, switching.\nCore protocols: DNS, HTTP/S, TLS/SSL, SMTP, SNMP, NTP.\nRouting protocols: BGP, OSPF, including path selection and route propagation.\nFirewall concepts: stateful/stateless inspection, rule sets, NAT, ACLs.\nVPN and encryption: IPSec, SSL/TLS tunnels, GRE.\nZero Trust architecture, network segmentation, modern security models.\n\nProficiency with observability and diagnostic tooling: packet capture and analysis (Wireshark, tcpdump), log aggregation (Kibana, Elasticsearch), metrics dashboards (Grafana), distributed tracing.\nStrong scripting and automation skills (Bash, Python) with a track record of shipping tooling that improves reliability and reduces toil.\nExperience with incident management, postmortem culture, and SLO/SLI-based reliability practices.\nExcellent written and verbal communication. Able to convey complex technical information clearly to engineers, leadership, and customers.\nComfort owning ambiguous, cross-layer problems. Composure under pressure during high-severity incidents.\nSRE, DevOps, or platform engineering experience with direct customer-facing accountability.\nDeep expertise at both L3/L4 (network infrastructure) and L7 (application protocols, DNS, HTTP, WebSocket).\nExpert-level proficiency with Linux command-line tools: curl, dig, git, traceroute, mtr, strace, ss.\nData-at-scale analysis using SQL, PromQL, or equivalent.\nFamiliarity with CI/CD pipelines, infrastructure-as-code (Terraform, Pulumi), and container orchestration (Kubernetes, Docker).\nTrack record of building internal tooling or diagnostic utilities that measurably improved team efficiency.\nDemonstrated technical leadership: mentoring engineers, driving cross-team initiatives, influencing outcomes without direct authority.\nExperience applying AI/ML to production engineering or operational workflows.\nComfort engaging directly with enterprise customer engineering teams, including on calls during incidents.\nBonus Points\nActive Cloudflare user who understands the platform as a practitioner.\nHands-on experience with Workers, Pages, R2, D1, or other developer platform services.\nCloud networking and security experience across AWS, Azure, or GCP.\nWeb programming (HTML, JavaScript) and regular expressions.\nChaos engineering or formal reliability frameworks (e.g., Google SRE principles).\nManaging or configuring non-HTTP services: email, DNS authoritative/recursive, FTP, SSH.\nCompensation\nEquity\nThis role is eligible to participate in Cloudflare's equity plan.\nBenefits (may vary by region)\nCloudflare offers a complete package of benefits and programs to support you and your family. Our benefits programs can help you pay health care expenses, support caregiving, build capital for the future, and make life a little easier and fun. The below is a description of our benefits for employees in the United States; benefits may vary for employees based outside the U.S.\nHealth & Welfare Benefits\nMedical/Rx Insurance\nDental Insurance\nVision Insurance\nFlexible Spending Accounts\nCommuter Spending Accounts\nFertility & Family Forming Benefits\nOn-demand mental health support and Employee Assistance Program\nGlobal Travel Medical Insurance\nFinancial Benefits\nShort and Long Term Disability Insurance\nLife & Accident Insurance\n401(k) Retirement Savings Plan\nEmployee Stock Participation Plan\nTime Off\nFlexible paid time off covering vacation and sick leave\nLeave programs, including parental, pregnancy health, medical, and bereavement leave\nWhat Makes Cloudflare Special?\nWe’re not just a highly ambitious, large-scale technology company. We’re a highly ambitious, large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet.\nProject Galileo: Since 2014, we've equipped more than 2,400 journalism and civil society organizations in 111 countries with powerfu...","description_format":"text","description_chars":14826,"description_truncated":true,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Dental insurance","Equity","Health insurance","Retirement plans","Vision insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["CDN & Edge Delivery","Cloud Security","DNS Services","Web Security & DDoS Protection"],"lifecycle":[{"event":"open","at":"2026-10-23T11:31:54Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 145 · green card filings: 34","filings_12m":145,"filings_prev_12m":102,"green_card_filings_12m":34,"median_offered_wage_usd":157751,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":13,"band":"cold","label":"Long shot","p_open":1,"p_active":0.459,"p_room":0.28,"age_days":122,"expected_fill_days":58,"reasons":["conf:2","stale_co","velocity","win:tail","crowd:brand"],"computed_at":"2026-10-25T05:49:26Z"},"pay":null,"html_url":"https://alion.io/job/cloudflare-senior-customer-reliability-engineer","json_url":"https://alion.io/job/cloudflare-senior-customer-reliability-engineer.json","meta":{"generated_at":"2026-10-25T21:03:08Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":29765,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-26T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1532},"rest":"https://alion.io/mcp/rest/get_company?id=1532"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcloudflare-senior-customer-reliability-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcloudflare-senior-customer-reliability-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcloudflare-senior-customer-reliability-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/cloudflare-senior-customer-reliability-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcloudflare-senior-customer-reliability-engineer"}]}