Job Locations: Remote, Mexico City, MX To the attention of candidates (Mexico City): This role requires full time work over the Weekends. Candidates should be comfortable working with a "Wed-Sun" or "Sat-Wed" 5-day working week schedule. Candidates MUST have right-to-work in Mexico. Visa sponsorship is NOT provided for this position. About the Department
The Cloudflare Customer Support Team solves complicated problems and answers technical questions via phone, email, chat and social media. Whether it is a Wordpress blogger using our services for free or a global Enterprise business with petabytes of web traffic, we are always eager to assist. We are the eyes and ears of Cloudflare, acting as the real-time voice of the customer to help communicate their needs and real-world use cases back to the rest of the company - for better service and future product development.
Description
Security Operations Center Analysts provide premium-level support for Cloudflare's security products and features. Our largest and most technically sophisticated customers will contact the SOC as a Service team for assistance and intelligence in dealing with threats or attacks on their infrastructure at OSI Layers 3, 4, and 7. This will span the range of Cloudflare security products from Magic Transit Infrastructure Protection, DDoS mitigation and Network Firewall, to using the Web Application firewall (WAF), Spectrum, Bot Management and Rate Limiting to help customers.
Security Operations Center Analysts analyze threats, make detailed and informed suggestions for mitigation and may need to implement mitigation strategies directly on behalf of the customer. The team also provides attack reporting beyond Cloudflare's self-service reports.
Responsibilities
- Monitor and investigate the alerts to identify attacks
- Work with Engineering and Operations teams to mitigate attacks, suggest steps to mitigate, and apply the appropriate mitigation, when applicable
- Work with Engineering and Product teams to improve the products and tools
- Extensive communications with customers via chat, email, and phone
- Review the latest alerts to determine relevancy and urgency. Create new tracking tickets for alerts that signal an incident and require review or escalation
- Configure / Manage security monitoring rules and contribute to tool improvements
- Compare traffic signatures and attributes including IP addresses, cookie variations, HTTP headers, and JavaScript footprints to determine what is good traffic and what is malicious
- Participation in a weekend and holiday rotation required with main working hours 9 to 5 Pacific time
Key skill sets
- Strong understanding of the OSI model, TCP, UDP, BGP, QUIC
- Advanced understanding of iptables
- Analysis of traffic for attack anomaly detection and creation of mitigation rules
- Experience in handling attack mitigation and thorough knowledge of various attacks (L3/4 and L7)
- At least 2 years of technical support experience and customer support experience is a must
- Strong communication skills with high-value customers
- Command line / Bash shell
- Sysadmin skills (Linux/Mac/Windows) & Programming skills (Python, Ruby, PHP, C, C#, Java, Perl, Git etc.)
- Security skills and certifications preferred: CISSP, GCIA GCIH, GCFA, GCFE, etc.
Bonus Points:
- Previous DDoS mitigation for OSI layers 3,4, & 7, filter malicious traffic using Cloudflare tools like Magic Transit, Network Firewall, WAF, IP reputation lists, packet inspection, blacklisting, whitelisting, and/or rate limiting is a plus
