Docdort
Website:
docdort.com
Job details:
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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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
Skills: troubleshooting,customer,security,networking,onboarding
Click on Apply to know more.
