Senior Customer Engineer, Enterprise - San Francisco

Description

The company runs one of the largest networks on the Internet, serving everyone from individual bloggers to SMBs and Fortune 500 companies. Its platform protects and speeds up any Internet application without new hardware, new software, or code changes. Traffic for these properties passes through a global network that improves with each request, which customers see as better performance and fewer spam and attack problems.

The team looks for people who question problems others have accepted and who build fixes with current tools, including AI. Work moves in iterations, AI is used to ship sooner, and gains are shared across the team. The role suits someone who prefers curiosity to bureaucracy and sees AI as a practical aid for hard problems.

Location: San Francisco, CA.

Responsibilities

• Act as the technical lead across the sales cycle, from pre-sales validation through onboarding, deployment design and later expansion, rather than handing customers off after signing.
• Work with Account Executives to run technical discovery, capture business requirements and map complex infrastructure such as DNS, CDN, Zero Trust, network security and Workers onto suitable the company designs.
• Define scope, success criteria and test plans for proofs of concept and technical validations. Present tailored demos, diagrams and technical material showing how the platform addresses performance, security and reliability needs.
• Answer difficult technical objections, security compliance questions and unusual architecture requirements during the sales process.
• Make sure every proposal includes a deployment plan that names who delivers it: the customer, a partner or the company Professional Services.
• Oversee onboarding and implementation without carrying out the work yourself. Be the main executive and engineering contact, and design migration plans such as DNS moves, Zero Trust rollouts and WAF tuning. Guide customer engineers through configuration best practices.
• Monitor customer health scores and telemetry to speed up time-to-value, clear integration blockers and lower deployment risk.
• Carry a variable quota based on new business, ongoing account growth or both. Own platform adoption and revenue retention, and identify cross-sell and upsell options from product usage data.
• Run technical quarterly business reviews that show C-level executives the return on the platform.
• Serve as a trusted technical advisor across the customer lifecycle, from onboarding through renewal and expansion. Advise on architecture, AI control layers, security posture and deployment confidence, and flag risks early with remediation options.
• Use AI agents, large language models and internal tools to automate routine work such as security questionnaires, RFP answers, sandbox setup, basic telemetry checks and documentation, freeing time for customer advisory.
• Work with the Enablement Team to create and maintain technical resources, including SOPs, architecture best practices and guides for internal staff and customers.

Requirements

• Experience in a customer-facing technical role such as solutions, customer or sales engineering, professional services, technical account management or forward deployed engineering. Required years depend on level (Associate, Senior, Staff or Principal).
• Ability to sketch, design and clearly explain complex enterprise network and security architectures.
• Strong communication skills, able to turn detailed technical content into business outcomes for both engineers and C-level executives.
• Proven experience in a quota-carrying or revenue-focused role, with a solid grasp of SaaS metrics, business value framing and enterprise sales cycles.
• Excellent presentation and stakeholder management skills across technical teams and C-suite leaders.
• Depth in at least four of the following areas: Internet fundamentals (OSI layers 1 to 7, BGP, GRE, TCP/UDP, authoritative and recursive DNS, HTTP(S), SSL/TLS); security (WAF, Bot Management, firewalls, rate limiting, (M)TLS, Zero Trust, SASE); performance (speed, latency, caching, video streaming, HTTP/2, TLS 1.3); AI proficiency (prompt engineering, AI-assisted scripting and log analysis, LLM use, workflow automation); coding or scripting (Python, JavaScript, Bash, Lua, Go or similar); developer platform work (REST or GraphQL APIs, SDKs, webhooks, cloud-native deployment, Terraform or Pulumi, CI/CD, observability).
• Bachelor's or master's degree in computer science, engineering or a related field.
• Travel of 20 to 50% may be required for customer meetings, conferences, industry events and in-person team work.
• Preferred, not required: experience creating technical enablement such as workshops, code samples, documentation or developer onboarding. Preferred: LLM orchestration, retrieval-augmented generation (RAG) and model-access controls. Preferred: knowledge of PCI DSS, HIPAA and SOC 2. Preferred: background at a hyperscaler, digital native, distributed systems team or startup.

Conditions

Competitive base salary plus variable pay tied to full-lifecycle commercial targets, covering new business, adoption milestones and account expansion. Pay may vary by work location.

For Bay Area hires, the estimated annual salary is $214,000.00 to $336,000.00.

The role is eligible for the company's equity plan.

This position may require access to information controlled under U.S. export laws, including the Export Administration Regulations. Any offer may depend on your ability to receive controlled software or technology without sponsorship for an export license.

Candidates who reach the offer stage may be asked to interview in person at a the company office or hub.

Benefits

• Medical, dental and vision insurance, plus prescription coverage.
• Flexible spending accounts and commuter spending accounts.
• Fertility and family-building benefits.
• On-demand mental health support and an Employee Assistance Program.
• Global travel medical insurance.
• Short- and long-term disability insurance, life and accident insurance.
• 401(k) retirement savings plan and employee stock participation plan.
• Flexible paid time off covering vacation and sick leave, plus parental, pregnancy health, medical and bereavement leave.
• Free enterprise-grade tools for journalism and civil society groups through Project Galileo, and free protection for state and local government election sites through the Athenian Project.