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Customer Solutions Engineer, APJC

6 months ago

Malaysia Cloudflare Full time

Available Locations: Kuala Lumpur, Malaysia, or Singapore

About the Role

As a 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. Your goal is to help customers be successful and derive the most value possible from their Cloudflare investment.

As a CSE, you strive to understand customer requirements and issues at the molecular level. No matter your background, you have natural curiosity and desire to identify root causes of strange problems and the most elegant and efficient solutions.

Responsibilities

As a critical member of the customer account team you will serve as a trusted technical advisor, help expand existing business, and ensure the success of our customers:

  • You will be part of a regional team and will work closely with AEs and CSMs for the regional book of business.
  • From a technical perspective, as part of the account team, your 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.
  • Provide customers with clear proactive technical guidance and expertise across all our products.
  • Ensure customer retention and expansion through relationship building.
  • Collaborate with Customer Support, Engineering, Product 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 10-30% travel 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:

  • Minimum 3 years of technical experience
  • Professional fluency in English
  • Professional fluency in Mandarin
  • Ability to understand and explain Cloudflare's technology stack, including its CDN, security, performance optimisation, zero trust, networking and developer products.
  • Empathy towards customers and colleagues. You should be driven by a sincere desire to help customers.
  • Effective communicator.
  • Ability to manage projects, be flexible, work to deadlines, and prioritize between competing demands.
  • Being fluent in both Mandarin and Cantonese would be an added advantage.
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