Senior Customer Solutions Engineer

About
As a Senior Customer Solutions Engineer (CSE), you will be the trusted technical advisor throughout a customer’s lifecycle. You are a product expert who 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.
You will work closely with the Customer Success Manager (CSM) as well as every other team at Cloudflare, from Sales and Product to Engineering and Customer Support. Customer success will drive you through the entire organization as you seek out and implement scalable solutions for your customer’s needs.

Location
Dubai

Role Responsibilities

• Serve as a trusted technical advisor, help expand existing business, and ensure the success of our customers.
• Work closely with CSMs supporting the regional book of business.
• Deliver timely and organized onboarding for customers, ensuring they see the full value in Cloudflare's products, and advise on technical best practices.
• Ensure customer retention and expansion through relationship building and participation in periodic account reviews.
• Provide customers with clear proactive technical guidance and expertise across all our products.
• Collaborate with Customer Support, Engineering, and other teams to assist with technical escalations.
• Proactively identify opportunities for expansion for existing customers.
• Promote retention by capturing and communicating gaps in product or features.
• Contribute towards the success of the CSE organization through knowledge-sharing activities such as contributing to internal and external documentation.
• The role requires 20-50% travel to meet with customers, attend conferences, and collaborate with teammates.

Role Requirements (Must-Have Skills)

• 8+ years of prior post-sales customer relationship management.
• Deep understanding of how the internet works.
• Experience with the OSI model, security aspects, and performance aspects of an internet property.
• Enjoy troubleshooting and solving technical problems.
• Experience with a scripting language (e.g. Python, JavaScript, Bash).
• Ability to manage a project, work to deadlines, and prioritize competing demands.
• Fluent in English and Arabic.

Nice-to-Have Skills

• Understanding of regulatory requirements such as PCI DSS, HIPAA, and SOC-2.