Customer Reliability Engineer

Description

The company runs one of the largest networks on the Internet, serving customers from individual bloggers to Fortune 500 companies. Its service protects and speeds up web applications without hardware, software installs, or code changes.

The team is growing into a customer-facing engineering group, working directly with customers at scale. Customers include banks, governments, media companies and health systems that depend on the network, so reliability is treated as a core goal.

This role sits in the Customer Reliability Engineering function, which applies site reliability engineering to the systems customers run on the platform. You own the hardest problems for the most important customers and build product and tooling changes with Product Engineering to prevent them across the customer base.

Available location: Singapore.

Responsibilities

• Respond quickly to high-severity, cross-layer customer issues: reproduce defects, find root causes across the company's infrastructure and the customer's stack, drive fixes with Product Engineering, and confirm resolution.
• Take part in a global on-call rotation for high-severity incidents.
• Build detection, telemetry and diagnostic tools that find customer problems before they escalate, and automation that reduces support toil.
• Work with and build AI agents and tooling that pre-diagnose incidents, gather logs and configuration, and propose fixes backed by evidence.
• Own the most complex high-severity customer issues from first signal to confirmed resolution, debugging across edge, network, DNS, transport, APIs, applications and customer configuration. Write postmortems others can use.
• Analyze support and telemetry data to find systemic risks. Contribute monitoring and detection work, define customer-facing reliability metrics and drive improvements to them.
• Manage technical escalations with clear ownership and timely updates. Partner with Product Engineering on fixes, workarounds and configuration changes. Represent the customer reliability view in engineering reviews and postmortems.
• Raise the technical skill of Customer Support through pair debugging, knowledge transfer and shared tools. Document procedures and resolution patterns in runbooks and knowledge bases. Feed customer incident insights back into product documentation and operational readiness.
• Keep current on the product portfolio, including edge networking, DNS, CDN, WAF, DDoS mitigation, Zero Trust, Workers and the developer platform. Anticipate customer impact of releases and architecture changes, and become a subject-matter expert in one or more areas.

Requirements

• At least 5 years of hands-on experience in site reliability, escalation, systems or a comparable deeply technical support or operations role, including at least 2 years in customer-facing settings.
• Solid networking and security knowledge: TCP/IP, OSI, IPv4 and IPv6, subnetting, routing and switching.
• Working knowledge of DNS, HTTP/S, TLS/SSL, SMTP, SNMP and NTP.
• Understanding of BGP and OSPF, including path selection and route propagation.
• Understanding of firewalls: stateful and stateless inspection, rule sets, NAT and ACLs.
• Understanding of VPNs and encryption: IPSec, SSL/TLS tunnels and GRE.
• Understanding of Zero Trust architecture, network segmentation and modern security models.
• Proficient with packet capture and analysis (Wireshark, tcpdump), log aggregation (Kibana, Elasticsearch), metrics dashboards (Grafana) and distributed tracing.
• Strong scripting and automation in Bash and Python, with a record of shipping tools that improve reliability and cut toil.
• Experience with incident management, postmortem practice, and SLO and SLI-based reliability.
• Clear written and verbal communication, able to explain complex technical topics to engineers, leaders and customers.
• Comfortable owning ambiguous, cross-layer problems and staying calm during high-severity incidents.
• Desired: experience in SRE, DevOps or platform engineering with direct customer accountability.
• Desired: deep knowledge of L3/L4 network infrastructure and L7 protocols including DNS, HTTP and WebSocket.
• Desired: expert use of Linux command-line tools such as curl, dig, git, traceroute, mtr, strace and ss.
• Desired: large-scale data analysis with SQL, PromQL or similar.
• Desired: familiarity with CI/CD, infrastructure as code (Terraform, Pulumi) and container orchestration (Kubernetes, Docker).
• Desired: a record of building internal tools or diagnostic utilities that measurably improved team efficiency.
• Desired: proven technical leadership, including mentoring, leading cross-team work and influencing without direct authority.
• Desired: experience applying AI or ML to production engineering or operations workflows.
• Desired: comfort working directly with enterprise customer engineering teams, including on incident calls.
• Bonus: active the company user who knows the platform in practice.
• Bonus: hands-on work with Workers, Pages, R2, D1 or other developer platform services.
• Bonus: cloud networking and security experience on AWS, Azure or GCP.
• Bonus: web programming in HTML and JavaScript, and regular expressions.
• Bonus: chaos engineering or formal reliability frameworks such as Google SRE principles.
• Bonus: managing or configuring non-HTTP services such as email, authoritative or recursive DNS, FTP or SSH.
• Export control: this position may require access to information protected under U.S. export control laws, including the U.S. Export Administration Regulations. Any offer may be conditioned on your authorization to receive controlled software or technology without sponsorship for an export license.
• Offer-stage candidates may be asked to attend an in-person interview at a company office or hub.

Conditions

Location: Singapore.

Offer-stage candidates may be asked to attend an in-person interview at a company office or hub.

Export control: access to U.S.-controlled information may be required, and any offer may depend on export licence authorization without sponsorship.

Benefits

• The company supports its free and open-Internet projects, including Project Galileo for journalism and civil society groups, and the Athenian Project for state and local governments, both offered at no cost.
• The company's public DNS resolver, 1.1.1.1, is offered free to the public and does not store client IP addresses.