Cloud and Network Security Engineer

Job Description

**About the Role**

We are looking for a **Customer Onboarding Engineer (Network and Cloud)** who will be responsible for managing the technical onboarding and implementation journey for customers.

The ideal candidate will have strong fundamentals in **networking, CDN, DNS, WAF, SSL/TLS, API Security and Zero Trust/SASE**, along with excellent troubleshooting and customer-handling skills.

You will work closely with customers to understand their technical requirements, configure and validate solutions, troubleshoot onboarding issues, document implementations, and ensure a smooth transition to the appropriate post-onboarding teams.

This is a highly **customer-facing technical role**, so excellent verbal and written communication skills are mandatory.

**Key Responsibilities** **1. Customer Onboarding \& Implementation**

* Own the end-to-end technical onboarding experience for assigned customers.
* Conduct customer onboarding and implementation calls.
* Understand customer requirements and guide them through technical configurations.
* Configure and validate foundational networking and security settings.
* Work with customers on DNS, SSL/TLS, WAF, CDN, Zero Trust and related configurations.
* Follow established implementation runbooks and ensure all onboarding activities are completed accurately.
* Validate traffic and application behavior before the customer goes live.
* Ensure a smooth handoff to Customer Engineering, Support or Professional Services teams where required.

**2. Technical Troubleshooting**

* Troubleshoot common networking and onboarding issues.
* Diagnose **DNS resolution failures, SSL/TLS issues, HTTP 4xx/5xx errors, caching issues and authentication failures**.
* Analyze logs, security events, cURL outputs and other troubleshooting information.
* Identify root causes and provide appropriate technical solutions.
* Recognize issues outside the scope of standard runbooks and escalate them appropriately.

**3. Networking \& Security**

Strong understanding of:

* DNS
* HTTP/HTTPS
* TCP/IP
* TLS/SSL
* CIDR
* NAT
* BGP
* CDN
* WAF
* Bot Protection
* API Security
* Zero Trust / SASE
* Network Services
* Tunnels
* WAN
* CNI

Knowledge of **Cloudflare products or equivalent networking/security platforms** will be highly preferred.

**4. Customer Handling \& Communication**

* Act as a technical point of contact during customer onboarding.
* Explain complex technical concepts in a simple and understandable manner.
* Handle frustrated customers with patience, empathy and professionalism.
* Maintain clear communication throughout the onboarding process.
* Conduct structured customer calls with clear agendas and action items.
* Provide concise follow-ups and document next steps.
* Take ownership of customer issues until they are appropriately resolved or handed off.

Excellent communication skills are **mandatory** for this position.

**5. APIs \& Scripting**

* Work with REST APIs and JSON.
* Troubleshoot API requests and responses.
* Use tools such as **cURL** for troubleshooting and validation.
* Basic working knowledge of **Python and/or Bash**.
* Ability to understand and troubleshoot API-based configurations.

**6. Documentation \& Process Management**

* Maintain accurate onboarding documentation and customer records.
* Prepare implementation notes, runbooks, configuration details and handoff documentation.
* Track onboarding milestones, action items and deadlines.
* Manage multiple customer onboarding engagements simultaneously.
* Proactively identify blockers and follow up with customers and internal teams.
* Ensure every onboarding engagement reaches a clean and well-documented closure.

**7. Cross-Functional Collaboration \& Escalation**

Work closely with:

* Customer Engineering (CE)
* Technical Support
* Account Executives (AE)
* Professional Services (PS)
* Other internal technical teams

Understand when an issue requires escalation and provide complete technical context to the relevant team.

**Mandatory Skills**

Candidates **must** have strong knowledge/experience in:

* Networking fundamentals -- DNS, HTTP/HTTPS, TLS/SSL, CIDR, NAT, BGP and TCP/IP
* CDN
* DNS
* WAF
* SSL/TLS
* API Security
* Zero Trust / SASE
* Network Services
* Technical troubleshooting
* Customer onboarding / implementation
* Customer-facing technical communication
* Handling customer issues and escalations
* Documentation and runbook-driven implementation
* Excellent verbal and written communication

**Good to Have**

* Hands-on experience with **Cloudflare** or an equivalent platform
* REST APIs and JSON
* cURL
* Python / Bash scripting
* Terraform or other Infrastructure-as-Code tools
* Experience with API-based configurations
* Knowledge of Okta, Azure AD, SAML/OIDC
* Experience with CI/CD pipelines
* Cloudflare certifications
* Experience with security/compliance frameworks such as SOC 2, ISO 27001, PCI DSS or HIPAA
* Experience using AI tools to improve troubleshooting, automation or documentation

**Preferred Candidate Background**

Candidates from the following backgrounds may be relevant:

* Customer Onboarding Engineer
* Implementation Engineer
* Customer Engineer
* Technical Support Engineer
* Network Engineer
* Network Support Engineer
* Systems Engineer
* Solutions Engineer
* Cloud Engineer with strong networking exposure
* NOC/SOC Engineer with strong customer-facing experience
* Technical Consultant
* Implementation Specialist

The attached reference JD similarly identifies customer-facing technical backgrounds such as Technical Support, Implementation Specialist, Onboarding Engineer, Junior Sales/Systems Engineer and NOC/SOC roles as relevant experience.

**Experience**

**4 years of relevant experience** in a customer-facing technical, networking, implementation, support or onboarding environment.

Candidates should demonstrate hands-on experience troubleshooting technical issues and working directly with customers or stakeholders.

**Soft Skills**

* Excellent verbal and written communication
* Strong customer empathy
* Problem-solving mindset
* Patience while handling difficult customers
* Ownership and accountability
* Strong troubleshooting ability
* Good time management
* Ability to manage multiple customers/projects
* Ability to prioritize tasks and meet deadlines
* Strong collaboration and escalation skills
* Ability to work independently
* Willingness to work in rotational shifts

**Work Location \& Shift**

**Location:** Bangalore

**Work Model:** 5 Days Work from Office