Cloud WAF Support Engineer

Saunders Scott · India

Key Responsibilities

Incident & Ticket Management

• Manage and resolve Cloudflare WAF-related incidents, service requests, and change requests through ServiceNow.
• Handle daily operational tickets within defined SLA targets.
• Perform root cause analysis (RCA) for security incidents and application access issues.
• Coordinate with Application, Infrastructure, Network, and Security teams for issue resolution.
• Participate in major incident calls and provide technical support during outages.

Cloudflare WAF Operations

• Monitor Cloudflare security events, alerts, and dashboards.
• Investigate and troubleshoot blocked traffic, false positives, and application functionality issues.
• Fine-tune Cloudflare Managed Rules, Custom Rules, Rate Limiting Rules, and Bot Protection policies.
• Review WAF logs and security analytics to identify threats and recommend improvements.
• Support onboarding and offboarding of applications to Cloudflare.

Change Management

• Implement approved changes through ServiceNow change management processes.
• Deploy and validate WAF policy updates, ACL changes, SSL certificate modifications, and DNS updates.
• Perform pre-production and post-implementation validation.
• Support planned maintenance and production cutovers.

Troubleshooting & Support

• Troubleshoot application connectivity, DNS resolution, SSL/TLS certificate, and Cloudflare Tunnel issues.
• Work with application teams to identify and resolve traffic routing and security policy issues.
• Analyze traffic, network traces, and Cloudflare logs for problem resolution.

Security Administration

• Create and manage WAF rules, firewall policies, IP lists, rate limits, and bot mitigation controls.
• Support DDoS protection configurations and attack mitigation activities.
• Implement security baselines and approved exception requests.
• Ensure Cloudflare configurations comply with organizational security standards.

Monitoring & Reporting

• Monitor service health and security posture of protected applications.
• Prepare weekly and monthly operational reports.
• Track onboarding status, incidents, change success rates, and attack mitigation metrics.
• Maintain operational dashboards and KPI reporting.

Documentation & Governance

• Maintain operational runbooks, SOPs, and knowledge base articles.
• Update architecture diagrams and support documentation.
• Participate in security reviews, audits, and compliance activities.
• Support risk assessments and security exception processes.

Desired Experience

• Strong knowledge in Cloudflare WAF
• Hands-on experience with ServiceNow Incident, Request, Problem, and Change Management.
• Experience supporting Cloudflare WAF in a 24x7 enterprise environment.
• Strong troubleshooting skills for DNS, SSL/TLS, Load Balancing, and Application Security.
• Familiarity with Cloudflare WAF, DDoS, Bot Management, Zero Trust, and Cloudflare Tunnels.
• Experience working with Azure, AWS, on prem, and enterprise application environments.