Manager Technical Support

• Own and monitor daily operations ensuring adherence to SLAs KPIs and performance metrics (response time resolution time customer satisfaction backlog health etc.).
• Analyze support trends and data to identify process gaps improve efficiency and implement scalable solutions.
• Ensure consistent global handover quality and follow-the-sun support across regions.
• Maintain appropriate staffing levels through workforce management and shift coverage.

• Manage coach and mentor Support Engineers to achieve their potential and elevate technical excellence.
• Conduct regular 1:1s performance reviews and skill assessments; build individual development and training plans.
• Foster a culture of curiosity accountability and customer-first thinking.
• Lead by example in managing difficult situations guiding technical investigations and resolving escalations.

• Act as the escalation point for critical incidents (P1/P2) ensuring prompt response coordination and resolution.
• Partner closely with Engineering Product and Incident Response teams to drive root cause analysis and post-incident reviews.
• Build repeatable playbooks and escalation frameworks that improve consistency and reduce time-to-resolution.
• Contribute towards writing formal customer facing reports (CFRs) which are technical root cause deep dive documents.

• Be a hands-on technical leader capable of reviewing and advising on complex cases across networking DNS WAF Zero Trust and performance.
• Support engineers through technical case reviews troubleshooting guidance and cross-training.
• Contribute to internal knowledge articles diagnostic scripts and best practices.

• Partner with Engineering Product Management and Customer Success to surface recurring issues and influence product improvements.
• Represent the voice of the customer in operational reviews and feedback loops.
• Lead or contribute to support transformation projects that enhance our tools automation and customer experience.
• Confidently communicate and narrate complex technical issues with different levels such as C level execs technical experts etc.

• 5+ years of experience in technical support or operations within a SaaS PaaS or cloud-based enterprise environment.
• 3+ years of people management experience leading technical teams of 5+ engineers across multiple locations.
• Proven record of meeting or exceeding operational KPIs and driving continuous improvement.
• Strong technical foundation with deep understanding of:
• Internet technologies: DNS SSL/TLS HTTP/S TCP/IP networking layers (OSI model)
• Troubleshooting tools: curl dig traceroute nslookup tcpdump logs and API diagnostics
• Experience with Linux command line scripting or automation tools is a plus.
• Experience managing 24x7 global support operations and incident escalation frameworks.
• Exceptional communication and stakeholder management skills; able to translate technical issues into business impact.
• A data-driven mindset: confident using metrics to guide performance planning and process improvements.
• Passion for developing people scaling teams and creating a culture of excellence.

• Experience supporting security CDN Zero Trust or performance optimization products.
• Fluency in one of the following languages: Mandarin Korean Japanese
• Prior experience in start-up or hyper-growth environments where agility and innovation are key.

What We Do

Cloudflare Inc. (NYSE: NET) is the leading connectivity cloud company on a mission to help build a better Internet. It empowers organizations to make their employees applications and networks faster and more secure everywhere while reducing complexity and cost. Cloudflare’s connectivity cloud delivers the most full-featured unified platform of cloud-native products and developer tools so any organization can gain the control they need to work develop and accelerate their business. Powered by one of the world’s largest and most interconnected networks Cloudflare blocks billions of threats online for its customers every day. It is trusted by millions of organizations – from the largest brands to entrepreneurs and small businesses to nonprofits humanitarian groups and governments across the globe.

Why Work With Us

Cloudflare employees come from all walks of life. We are mission-driven and our team is energized by a collaborative creative environment that celebrates our differences and fosters new ways to grow together.

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