Description

You will manage and troubleshoot web and remote access solutions to ensure secure connectivity for clients.

Responsibilities

• Monitor Cloudflare Tunnel and WARP connector systems on a 24/7 basis.
• Resolve first-level incidents and escalate complex technical issues via ITSM tools.
• Troubleshoot user connectivity to internal resources and diagnose network access issues.
• Perform scheduled and emergency maintenance following change management procedures.
• Maintain and update operational procedures and configuration documentation.

Required Skills

• 5+ years of technical support experience specifically with Cloudflare remote access and Secure Web Gateway (SWG).
• Expertise in Cloudflare Zero Trust Network Access (ZTNA).
• Deep understanding of TCP, UDP, and SSL protocols.
• Proficiency using command line tools and network packet analyzers like Wireshark.
• Extensive experience troubleshooting DNS and networking-related issues.
• Strong English communication skills for bridging gaps between customers and engineering teams.
• Ability to manage incidents in compliance with operational policies.

Preferred Skills

• Experience with Zscaler ZPA and ZIA.
• Knowledge of Umbrella/Bluecoat SWG and content filtering.
• Experience with client routing, switching, firewalls, or Palo Alto firewalls.

Key Skills

Education

Any Graduate