Job Location: Munich, Germany / Remote, Germany

Job Description

As a Senior 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. You will bring deep architectural expertise, hands-on technical leadership, and advanced troubleshooting skills to ensure the seamless integration, performance, and security of Cloudflare’s services within the customer's ecosystem. Your goal is to help customers be successful and derive the most value possible from their Cloudflare investment.

You will work closely with the Customer Success Managers (CSMs) and other teams 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 member of the Account Team, you will serve as a trusted technical advisor, help expand existing business, and ensure the success of our customers:

• 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.
• Be part of the regional account teams and work closely with CSMs on supporting the regional book of business.
• 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.
• 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 willingness to travel 20-30% 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:

• At least 6 years of prior experience in technical post-sales roles in cybersecurity or internet technology. 
• Fluency in German AND English.
• Bachelor or comparable degree in the IT field is desirable, Master degree is a plus.
• Deep understanding of how the internet works. 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, Video Streaming, 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.
• Demonstrated experience with a scripting language (e.g. Python, JavaScript, Bash)
• Technical curiosity and passion: Cloudflare is at the cutting edge of internet technology, and our CSEs are viewed as subject-matter experts. It is essential for our CSEs to stay up to date with Cloudflare’s specific products and with industry trends.
• Ability to manage a project, work to deadlines, and prioritize between competing demands.