Trantor
Website:
trantorinc.com
Job details:
Role - Customer Succcess Engineer - Onboarding
Location - Bangalore (On site)
Experience - 5+ years
Job Description:
What you will do as an Associate Customer Engineer — Onboarding Specialist
The Associate Customer Engineer — Onboarding Specialist is the frontline technical owner of the customer onboarding journey. You are the hands-on engine that turns a provisioned account into a live, value-generating deployment. Working within the GTM organization and reporting to a Customer Engineering Leader, you will run structured onboarding engagements, guide customers to configure foundational settings, validate traffic behavior, and deliver standard guidance that accelerates customers to first value. You are not quota-carrying; your success is measured by onboarding velocity, time-to-value, customer satisfaction, and seamless hand-off to post-onboarding teams. You will spend your time executing approved runbooks, troubleshooting common issues, documenting everything with rigor, and collaborating with CEs, AEs, and Support to ensure no customer falls through the cracks.
Key Responsibilities
• Onboarding Execution & Technical Enablement:
Own the end-to-end technical onboarding experience for assigned customers post-provision. Lead structured onboarding calls, guide customers to configure initial Cloudflare settings (e.g., DNS records, SSL/TLS modes, WAF rules, Zero Trust policies), and validate that traffic is behaving as expected before the customer is declared live. Guide customers through approved implementation runbooks with precision, and exercise judgment to identify when an engagement has outgrown the runbook and requires escalation to a Customer Engineer, Support, or Professional Services. Troubleshoot common onboarding issues including DNS resolution failures, SSL/TLS certificate errors, caching misconfigurations, and authentication failures. Ensure every onboarding reaches a clean, documented close with the customer able to operate independently on the Cloudflare platform.
• Customer Guidance & Communication:
Deliver standardized customer guidance sessions that walk customers through the Cloudflare dashboard, DNS change procedures, SSL/TLS configuration, and product-specific best practices. Translate complex technical concepts into plain language that non-technical stakeholders can act on, and maintain a calm, patient presence when customers are frustrated or behind schedule. Set clear agendas for every call, provide concise written summaries, and document next steps so that customers and internal teams always know who owns what.
• Process & Operational Excellence:
Maintain impeccable documentation hygiene across all customer engagements using Ai supported tools. Update CRM/Salesforce records after every touchpoint, produce call follow-ups and action-item lists, and track milestones within onboarding projects to ensure no step is skipped and no deadline is missed. Juggle a portfolio of concurrent onboarding customers with strong time management, prioritizing by committed timelines and customer urgency. Flag blockers early, manage expectations proactively, and treat the onboarding pipeline as a system you continuously optimize.
• Cross-Functional Collaboration & Escalation Management:
Act as the customer’s voice inside Cloudflare during onboarding. Surface expansion opportunities (new products, additional seats, higher tiers) to CEs and AEs with enough context for them to act. Route complex technical issues, architectural questions, and break/fix escalations to the appropriate Support or Customer Engineering teams with clear, complete background documentation. Partner smoothly with adjacent teams without letting the customer feel handed off; you are the single point of accountability until onboarding is complete.
• Technical Breadth & Continuous Development:
Build and maintain working knowledge across Cloudflare’s product foundations—Application Security, CDN, Zero Trust/SASE, and Network Services—at a depth appropriate to onboarding scenarios. Be familiar with and leverage AI technology available to you to create new and innovative tools to support and increase your onboarding activities. Stay current on Cloudflare product releases, feature roadmaps, and relevant certifications. Invest in expanding your technical foundation over time, treating each onboarding as a learning opportunity and engaging feedback from peers and leaders to improve with every customer.
Minimum Qualifications
Core Technical Skills
• Cloudflare product foundations: working knowledge of Application Security, CDN, Zero Trust/SASE, and Network Services.
• Networking fundamentals: understanding of DNS, TLS/SSL, HTTP/HTTPS, CIDR, NAT, and BGP.
• Web security basics: familiarity with OWASP, WAF rules, OAuth, SAML, MFA, and Zero Trust principles.
• Configuration & integration: hands-on experience with the Cloudflare Dashboard, and comfort with Terraform, API-based configurations, or identity providers such as Okta, Azure AD, and SAML/OIDC integrations.
• Observability: ability to read and interpret Security Events, Logs, cURL outputs, and HAR files; awareness of common causes of 5xx/4xx errors post-onboarding.
• Scripting & APIs: ability to read and debug REST API calls; basic proficiency with Python and Bash.
Experience
• Experience in a customer-facing technical role such as Technical Support, Implementation Specialist, Onboarding Engineer, Junior Sales/Systems Engineer, or NOC/SOC analyst—or equivalent hands-on technical experience managing customer deployments. (Years of experience will vary based on Associate-level expectations.)
Working Style
• Customer empathy: explains technical concepts without jargon; calms frustrated customers.
• Structured communication: clear agendas, concise summaries, documented next steps.
• Bias for action: progresses onboarding rather than waiting; knows when to escalate appropriately.
• Curiosity: digs into why something works and learns unfamiliar Cloudflare products quickly.
• Resilience: handles ambiguity, incomplete requirements, and changing priorities.
• Coachability: accepts feedback and improves from every onboarding engagement.
• Time management: juggles a portfolio of onboarding customers and meets committed timelines.
Communication
• Strong written and verbal communication skills. Able to document clearly, summarize concisely, and interact professionally with both technical and non-technical customer contacts.
Regulatory & Security Awareness (Nice-to-Haves)
• Familiarity with compliance frameworks such as PCI DSS, HIPAA, SOC 2, or ISO 27001 is a plus.
Strongly Preferred Qualifications (The "Good-to-Haves")
• Cloudflare Certifications: Existing Cloudflare certifications (e.g., Cloudflare Fundamentals, Cloudflare for Teams, or Cloudflare for Developers).
• Prior Cloudflare Experience: Direct experience onboarding or administering Cloudflare in a production environment.
• Automation Mindset: Familiarity with Infrastructure-as-Code (Terraform, Pulumi) or CI/CD pipelines for configuration management.
• AI-Augmented Workflow: Comfort using AI assistants, LLM-based tools, or scripting to accelerate routine onboarding tasks, log analysis, or documentation.
• Multilingual: Proficiency in languages relevant to the hiring region’s customer base.
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