Security Specialist - Cloudflare

Identify, troubleshoot and fix web access and remote access issues for user and build new solution based on the requirement of client. - Provide continuous 24/7 monitoring and support for Cloudflare Tunnel and WARP connector systems. - Handle first-level incident resolution and escalate complex issues according to established protocols. - Manage incidents through ITSM tool in compliance with the client's operational policies. - Conduct periodic and emergency maintenance as required, adhering to the client's scheduling and change management procedures. - Update operational procedures and configuration documentation regularly. - Assist in diagnosing and resolving user connectivity issues to internal resources, providing initial troubleshooting and analysis. Strong understanding of TCP, UDP, SSL protocols and ability to troubleshoot using command line tools and network packet analyzer like wireshark. 5+ years of customer-facing technical support experience for Cloudflare remote access and Secure Web Gateway (SWG). Extensive experience troubleshooting DNS and networking-related issues. Experience working in a support role where one has thrived every time you resolved a ticket. Strong communication skills that allow you to be a bridge between customers and the engineering team. Good English language skills (spoken and written) Primary Skills set: Cloudflare Zero Trust Network Access (ZTNA), Cloudflare Secure Web Gateway (SWG), Magic WAN, Magic Firewall, Remote Browser Isolation (RBI), Data Loss Prevention (DLP), Cisco firewall and routing experience. Secondary Skills set: Zscaler Internet Access (ZIA) and Zscaler Private Access (ZPA), Cisco AnyConnect, Cisco Umbrella, Content Filtering, Bluecoat Proxy