Level 3 IT Engineer with 10+ years of experience in the web hosting and cloud space. Excellent soft-skills and a great communicator with top-tier technical aptitude.
Responsible for providing chat & phone support for large enterprise customers concerning Cloudflare's suite of CDN, DNS, WAF, Security, & SASE (Zero Trust) products.
Service $100M+ clients over P0 bridges and answer urgent inbound support requests over dedicated emergency line.
Extensive use of command-line utilities like MTR, traceroute, dig, curl as part of network troubleshooting.
Run SQL queries against Clickhouse, with Grafana and Kibana dashboards.
Owned internal and external communications during high-severity outages, directly managing status page updates and coordinating cross-functional engineering resources for the support team.
Customized AI workflows to improve personal efficiency handling complex cases using OpenCode and Windsurf.
Responsible for monitoring customer contacts from seasoned agents as well as new hires while adhering to SLAs.
Serve as a first escalation point amongst our support swarm for the entire team.
Serve as first contact point for high revenue clients seeking assistance with emergency service down issues and trouble tickets.
Process incoming tickets from L1 and L2 queues as needed.
Perform WordPress Optimizations on client websites when we are contacted about slow performance on our platform.
Onboarded and mentored 2 new support agents to the web hosting infrastructure while acting as the tier-2 escalation point for high-priority tickets, live chats, and phone calls..
