Technical Support Engineer (network And Security) - Remote Eligible

Technical Support Engineer (Network And Security)

Location: Morocco, Philippines, Egypt

Reports To: Support Lead / Head Of Business Unit – Brixio Group

Brixio is a cybersecurity and cloud services provider and a Cloudflare Authorized Services Delivery Partner (ASDP). We specialize in helping enterprises and SMEs secure, optimize, and scale their digital platforms through professional services, managed support, and continuous performance tuning.

As a trusted Cloudflare partner, we deliver advanced implementations and 24/7 managed support for clients across industries from government and finance to retail and technology ensuring reliability, resilience, and best-practice alignment.

Role Summary:

The Technical Support Engineer – Network & Security is a client-facing role responsible for providing technical assistance and operational support across Brixio's Cloudflare-based solutions.

You'll serve as the primary technical point of contact for client support tickets raised via Jira, troubleshoot and resolve issues across the Cloudflare stack, and proactively optimize configurations for performance and security.

This position requires a strong technical foundation in networking, web performance, and security, combined with excellent communication and problem-solving skills.

What You'll Do:

• Serve as the primary technical contact for clients, troubleshooting and resolving complex network and application performance issues related to the Cloudflare stack (CDN, DNS, WAF, Zero Trust, Argo, etc.).
• Manage and respond to support tickets in Jira, ensuring timely updates and resolutions aligned with SLAs.
• Proactively monitor security events and alerts from client environments.
• Investigate and mitigate threats using Cloudflare's WAF, DDoS mitigation, and security analytics.
• Participate in incident response and post-incident reviews.
• Use Cloudflare Analytics and diagnostic tools to analyze traffic patterns, identify performance bottlenecks, and recommend optimizations.
• Support ongoing tuning to improve cache hit ratios, latency, and reliability.
• Create and maintain detailed documentation for client configurations, incident reports, and standard operating procedures (SOPs).
• Contribute to Brixio's internal Knowledge Base (Confluence) and share expertise with peers.
• Collaborate with the delivery and implementation teams for escalations and continuous service improvement.