Location: Singapore About the Role At Cloudflare, we are on a mission to help build a better Internet. As the architectural complexity of enterprise solutions scales, we are evolving how we partner with our customers. The Customer Engineer (CE) represents the core driver of our technical go-to-market strategy: a trusted advisor who owns the technical relationship from the initial discovery phase through to long-term adoption and ongoing account expansion. Sitting within the GTM organization and reporting to the Regional Customer Engineering Leader, you will not hand off your customers once an initial agreement is reached. Instead, you will operate as a quota-carrying technologist, utilizing AI-augmented workflows to eliminate administrative toil so you can focus on high-value architectural design and driving measurable business outcomes across the entire customer journey. Key Responsibilities - Technical Validation: Partner closely with Account Executives to lead technical discovery, build bespoke architectures, and deliver compelling product demonstrations and Proof of Concepts (PoCs) across Cloudflare's portfolio (Security, Networking and Developer Platforms). - Trusted Advisory: Act as a trusted technical advisor throughout the entire customer lifecycle, maintaining a continuous, deep relationship with key stakeholders from initial onboarding through maturity, renewal, and expansion. - Strategic Alignment: Own the long-term technical relationship across the entire customer lifecycle, ensuring continuous alignment between the customer's evolving business goals and our product roadmap. - Commercial Accountability & Expansion: Carry a variable quota tied directly to new business acquisition and/or ongoing account growth. You will be commercially accountable for ensuring deep platform adoption, retaining revenue, and identifying strategic cross-sell and up-sell opportunities based on product usage data. Lead technical Quarterly Business Reviews (QBRs) to translate platform capabilities into return on investment for C-level executives. - AI Orchestration & Workflow Automation: Act as an "AI-Augmented" engineer. Leverage AI agents and internal platforms to automate routine tasks such as RFP/Security Questionnaire responses, sandbox provisioning, and basic telemetry monitoring, reclaiming your time for strategic customer advisory. Minimum Qualifications - Experience: Experience in a customer-facing technical role, such as Solutions Engineering, Customer Engineering, Sales Engineering, or as a Forward Deployed Engineer (years of experience required will vary based on Associate, Senior, Staff, or Principal leveling) - Experience working with hyperscaler ecosystem or Cybersecurity vendors - Technical Acumen: Broad technical expertise spanning web security, networking (routing, DNS, DDoS mitigation), cloud infrastructure, and enterprise architecture. - Commercial Mindset: Proven track record of operating in a quota-carrying or revenue-aligned environment, with a strong understanding of SaaS metrics, business value translation, and enterprise sales cycles. - Communication: Exceptional presentation and stakeholder management skills, capable of bridging the gap between deep technical implementation details and high-level C-suite business strategy. Strongly Preferred Qualifications (The "Good-to-Haves") - Cloudflare Developer Stack Experience: Hands-on experience building, deploying, or architecting solutions using Cloudflare's developer platform and AI ecosystem, specifically Workers AI and AI Gateway. - Applied AI Knowledge: Experience with prompt engineering, Large Language Model (LLM) orchestration, or Retrieval-Augmented Generation (RAG) architectures. - Coding/Scripting: Proficiency in Python, JavaScript, or similar languages to write custom integration scripts, API connectors, and edge computing functions. - Certifications: AWS/Azure/GCP/ Palo Alto/ISC2/ ISACA/Other Cybersecurity vendors Compensation This role features a competitive base salary and a variable commission structure tied directly to the successful execution of full-lifecycle commercial targets, including new business acquisition, ongoing adoption milestones, and overall account expansion.

• Triage, prioritize, and resolve a high volume of inbound support tickets via phone, email, and ticketing platform within defined SLA windows. • Diagnose and troubleshoot hardware, software, networking, and connectivity issues for end users across multiple client accounts. • Perform remote desktop support, account management (Active Directory / Azure AD), and basic network troubleshooting (DNS, DHCP, VPN). • Document all interactions, resolutions, and recurring issues thoroughly in the PSA/ticketing system (e.g., ConnectWise, Autotask, HaloPSA). • Escalate complex or unresolved issues to Tier 2/3 engineers with clear, detailed handoff notes. • Manage user onboarding and offboarding tasks including device provisioning and access control. • Contribute to the internal knowledge base by capturing common fixes and workarounds. • Maintain professionalism and clear communication with clients throughout the support lifecycle.

• Champion Ada's own platform for customer support automation while owning the end-to-end technical support KPI framework, including SLA design, enforcement, and continuous optimization across all tiers, along with metrics such as CSAT, escalation rates, deflection rates, and SLA adherence. • Build and maintain an escalation framework that bridges Tier I and Tier II support and connects cleanly to Engineering and Product, serving as the executive escalation point for high-severity, high-impact client issues. • Build AI-powered workflows and set measurable AI adoption targets for the team; running regular assessments and driving continuous improvement in how AI is embedded into daily support workflows, with defined success metrics including AI-assisted ticket resolution rate, deflection rate improvement, and time-to-resolution benchmarks. • Act as the strategic connector between Technical Support, Engineering, Product, and Customer Solutions, translating raw client feedback into structured, and actionable bug reports. • Represent technical support at the leadership level, contributing to product strategy and roadmap prioritization as both a practitioner and a thought leader. • Instill rigorous backlog hygiene and queue management practices across the support organization. • Leverage observability data and AI tooling to identify systemic issues before they impact clients at scale.

• Technical Troubleshooting: Develop a deep technical understanding of Ashby capabilities and systems to support diagnosis of technical issues and to drive timely and effective resolutions for customers. Provide comprehensive support regarding the investigation of integration issues, API inquiries, and bug reports. • Expertise in Integrations: Leverage in-depth understanding of integration frameworks and related technologies to troubleshoot and resolve complex integration issues. Proactively identify patterns in customer challenges to recommend product enhancements and streamline integration processes. • Customer Experience: Provide exceptional customer service, ensuring clients feel supported and valued. • Collaboration with Engineering: Work closely with the Ashby Engineering team to escalate issues, share insights, and contribute to the continuous improvement of our products. • Documentation: Create and maintain detailed documentation of support processes, common issues, and solutions to enhance the knowledge base. • Continuous Improvement: Gather, analyze, and relay customer feedback to the engineering team to inform product development and enhancements. • Support Enablement: Share expanding knowledge with the rest of the Support Team to assist with creating holistic understanding of the platform.