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Implementation Manager, Application Services

Remote Australia
Management

Available Location: Remote, Australia, or Sydney, Australia

About the role:

Cloudflare provides advisory and hands-on-keyboard implementation and migration services for enterprise customers. As an Implementation Manager for Application Security and Performance, you are an individual contributor working in the post-sales landscape, responsible for the technical execution of solutions and guidance to our customers to get the most value possible from their Cloudflare investment. You are an expert in Layer 7 products like: DDoS Protection, WAF, API Gateway, Bot Management, Certificates Manager, Rate Limiting, SSL and Page Shield.

This position has working hours Monday to Friday 09:00 a.m. to 06:00 p.m. Occasionally, we support our customers during the weekends for specific changes that need to be done outside of their business hours. Travel is expected around 30%.

What you will do:

  • Plan and deliver timely and organized services for customers, ensure customers see the full value in Cloudflare’s products and advice on product best practices.
  • Gather business and technical requirements, use cases and any other information required to build, migrate and deliver a solution on behalf of the customer and transition the Cloudflare working environment to the customer. Produce a Solution Design, HLD, LLD, databuilds, procedures, scripts, test plans, drawings, deployment plan, migration plan, as-builts, and any other artifacts necessary to deliver the solution and transition smoothly into the customer’s technical teams.
  • Implement changes on behalf of the customer in the Cloudflare environment following the customer’s change management process. Provide guidance to the customer to configure their CPEs and integration points.
  • Troubleshoot implementation issues and collaborate with Customer Support, Engineering and other teams to assist technical escalations.
  • Contribute towards the success of the organization through knowledge sharing activities such as contributing to internal and external documentation, answering technical Q&A, and helping to iterate on best practices. Support building operational assets like templates, automation scripts, procedures, workflows, etc.

Experience might include a combination of the skills below:

  • 5+ years of experience in a customer facing position as a Customer Engineer, Security Engineer, Implementation Engineer, Onboarding Engineer, Consultant, Technical Support Engineer, Solutions Architect, and/or Systems Engineer.
  • Layers and protocols of the OSI model, such as TCP/IP, TLS, DNS, HTTP
  • Deep understanding of Internet and Security technologies such as DDoS, Web Application Firewall, Certificates, DNS, CDN, Analytics and Logs.
  • Demonstrated experience with a scripting language (e.g. Python, JavaScript, Bash) and a desire to expand those skills.
  • Working experience with security aspects of an internet property, such as Firewalls, WAFs, Bot Management, Rate Limiting, (M)TLS.
  • Performance aspects of an internet property, such as Speed, Latency, Caching, HTTP/2, TLSv1.3.
  • Working experience with infrastructure as code tools like Terraform.
  • Ability to manage a project, work to deadlines, prioritize between competing demands and manage uncertainty.
  • The work will be performed in English. Fluency in a second regional language is a must
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