Manager, Technical Support

About Us At Cloudflare, we are on a mission to help build a better Internet. Today the company runs one of the worlds largest networks that powers millions of websites and other Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. All Internet properties powered by Cloudflare have web traffic routed through its intelligent global network, which gets smarter with every request, leading to significant gains in performance and a decrease in spam and other attacks. Cloudflare was named to Entrepreneur Magazines Top Company Cultures list and ranked among the Worlds Most Innovative Companies by Fast Company. Available Locations Singapore, Kuala Lumpur (Malaysia), Sydney (Australia) About The Department The Cloudflare Technical Support Team solves complicated problems and answers technical questions via phone, email, chat, and social media. Whether it is a Wordpress blogger using our services for free or a global Enterprise business with petabytes of web traffic, we are always eager to assist. We are the eyes and ears of Cloudflare, acting as the realtime voice of the customer to help communicate their needs and realworld use cases back to the rest of the company for better service and future product development. What Youll Do As a Technical Support Manager, you will lead a team of talented engineers to deliver exceptional support experiences, meet and exceed KPIs, and ensure Cloudflares customers receive the highest level of service. Drive Operational Excellence 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 followthesun support across regions. Maintain appropriate staffing levels through workforce management and shift coverage. Lead and Develop a HighPerforming Team 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 customerfirst thinking. Lead by example in managing difficult situations, guiding technical investigations, and resolving escalations. Handle and Prevent 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 postincident reviews. Build repeatable playbooks and escalation frameworks that improve consistency and reduce timetoresolution. Contribute toward writing formal customerfacing reports (CFRs), which are technical rootcause deepdive documents. Elevate Technical Excellence Be a handson 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 crosstraining. Contribute to internal knowledge articles, diagnostic scripts, and best practices. Collaborate CrossFunctionally 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 Clevel execs, technical experts, etc. What Youll Bring 5+ years of experience in technical support or operations within a SaaS, PaaS, or cloudbased 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, 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 datadriven mindset: confident using metrics to guide performance, planning, and process improvements. Passion for developing people, scaling teams, and creating a culture of excellence. Bonus Points Experience supporting security, CDN, Zero Trust, or performance optimization products. Fluency in one of the following languages: Mandarin, Korean, Japanese. Prior experience in startup or hypergrowth environments where agility and innovation are key. Why Join Us This is your opportunity to play a pivotal role in shaping the future of technical support at Cloudflare. Youll be joining a global team that thrives on solving hard problems, driving measurable outcomes, and setting the gold standard for customer experience in the cloud industry. What Makes Cloudflare Special? Were more than a technology company; were a highly ambitious, largescale technology entity committed to protecting the free and open Internet. Our initiatives include: Project Galileo: Since 2014, we have equipped more than 2,400 journalism and civilsociety organizations in 111 countries with powerful tools to defend themselves against censorshiporiented attacks. Athenian Project: In 2017, we created the Athenian Project to ensure state and local governments have highquality protection and reliability, providing services to 425+ localgovernment election websites in 33 states. 1.1.1.1: We released 1.1.1.1 to help fix the foundation of the Internet by building a faster, more secure, and privacycentric public DNS resolver that is available to everyone free of charge. Legal Notice This position may require access to information protected under U.S. export control laws, including the U.S. Export Administration Regulations. Any offer of employment may be conditioned on your authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license. Cloudflare is proud to be an equalopportunity employer. We are committed to providing equal employment opportunity for all people and place great value in diversity and inclusiveness. All qualified applicants will be considered for employment without regard to their race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, or any other basis protected by law. We are an AA/Veterans/Disabled Employer. Cloudflare provides reasonable accommodations to qualified individuals with disabilities. Please let us know if you require a reasonable accommodation to apply for a job. You can contact us via email at [email protected] or via mail at 101 Townsend St., SanFrancisco, CA94107. #J-18808-Ljbffr

Created: 2025-11-17