Inside Cloudflare’s Customer Support Team
Justina Wong, Technical Support Team Lead in Lisbon, joined Cloudflare about three years ago in London as a Technical Support Engineer. Today she works on the Customer Support team in Lisbon, where she leads engineers helping customers fend off attacks and navigate the company’s security products.
Her favorites among Cloudflare’s offerings are the firewall-related ones. “The fact that these protections are on multiple layers, like L7, L3/4, is very important, and I’m proud to be someone who can help our customers when they face certain attacks,” she says. Because Cloudflare is constantly shipping new products, product managers keep close track of tool updates, and the support team pairs that product-side help with education so customers can resolve issues themselves when fast action matters.
One Culture, Many Offices
Wong describes Cloudflare’s culture as unified across locations, echoing a line from the company’s SVP of Engineering: “Be helpful, look around for problems and help find solutions.” Each office still carries its own character—London’s attachment to mince pies, Singapore’s cultural mix (including four new years in one year, officially), and Lisbon’s devotion to pastéis de nata.
Offices also differ in function and focus, so employees encounter a wide range of expertise. Wong says the highlights of her time so far have been learning from engineers in London, honing customer-service skills in Singapore, and helping build out the Lisbon office. Every time she returns to a previous office, she notes, headcount has grown by at least 50 percent.
“I can’t speak for others, but I love the things you can learn from the others. There are so many talented individuals who are willing and ready to teach/share. They are my inspiration and I want to become them!”
As a hiring manager, Wong adds that the company is deliberate about diversity.
Remote Work Changes the Dynamic
Like most teams, Cloudflare’s support group has gone remote during the pandemic. Wong, who enjoyed in-office work, says the countless quick questions once asked walking over to a colleague’s desk are now chat messages, and coffee-machine conversations have moved online.
One upside: the EMEA CSUP team has grown closer than before. Where each office used to operate in its own communication bubble, the shift to remote work has turned the whole region into one continuous conversation, making it easier to know colleagues outside of formal meetings.
Landing a Role in Lisbon
Hiring has become a constant challenge for Wong, who says she has never conducted as many interviews as she has in Lisbon. The company is still recruiting aggressively despite the pandemic, and the team is eager for candidates ready to join the growing operation.
What can new hires expect? Wong emphasizes that managers care and that feedback is taken seriously. For candidates, the key traits are a willingness to learn and genuine interest in Cloudflare’s technology. Because the company is expanding across different markets, technical candidates who speak multiple languages are especially sought after.
Cloudflare currently lists over 25 open positions across its Lisbon offices, with openings for Security Engineers, Full-Stack Developers, Data Scientists, and more.
