Customer Solutions Engineer in London

About Us

At 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.

We realize people do not fit into neat boxes. We are looking for curious and empathetic individuals who are committed to developing themselves and learning new skills, and we are ready to help you do that. We cannot complete our mission without building a diverse and inclusive team. We hire the best people based on an evaluation of their potential and support them throughout their time at Cloudflare.

Job Location: London, UK

About the Department

Customer Solutions Engineers, Customer Success Managers, Account Executives, Business Development Representatives, Solution Engineers, and Sales Operations - all working together to help our customers solve their business challenges by adopting Cloudflare while creating the revenue streams that help the company provide free service to millions in our community.

What you'll do

As a Customer Solutions Engineer (CSE), you will be the trusted technical advisor throughout a customer's lifecycle. You are a 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 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 the Customer Success Manager (CSM) 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.

Responsibilities

• As a critical member of the Account Team you will serve as a trusted technical advisor, help expand existing business, and ensure the success of our customers.
• You will be part of a regional team and will work closely with CSMs supporting the regional book of business.
• From a technical perspective, as part of the account team, 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.
• Ensure customer retention and expansion through relationship building and participation in periodic account reviews to contribute your expertise on technical topics.
• Provide customers with clear proactive technical guidance and expertise across all our products.
• 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.

The role requires 20-50% travel to attend meetings with customers, attend conferences, and other industry events, and to collaborate with your Cloudflare teammates.

Experiences might include a combination of the skills below:

• 10 years of prior post-sales customer relationship management.
• Deep understanding of how the internet works and the desire to expand that knowledge.
• 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.
• Demonstrated experience with a scripting language (e.g. Python, JavaScript, Bash) and a desire to expand those skills.
• Technical curiosity and passion: Cloudflare is at the cutting edge of internet technology, and our CSEs are viewed as subject-matter experts.
• Ability to manage a project, work to deadlines, and prioritise between competing demands.
• Fluent in English and Russian, Ukrainian, or Hebrew is a must.

Bonus

• Understanding of, or experience with, regulatory requirements such as PCI DSS, HIPAA, and SOC-2.

What Makes Cloudflare Special?

We'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.

Cloudflare is proud to be an equal opportunity employer. We are committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness. All qualified applicants will be considered for employment without regard to their, or any other person's, perceived or actual race, colour, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship, age, physical or mental disability, medical condition, family care status, or any other basis protected by law. We are an AA/Veterans/Disabled Employer.

Cloudflare provides reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job.