Description
Are you passionate about operational excellence and developing high-performing technical teams? Do you thrive in a fast-paced environment where you can balance hands-on technical depth with leadership impact? As a Technical Support Manager at Cloudflare, you will lead a team of talented engineers to deliver exceptional support experiences, meet and exceed KPIs, and ensure Cloudflare's 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.).
Lead and Develop a High-Performing Team - Manage, coach, and mentor Support Engineers to achieve their potential and elevate technical excellence.
Handle and Prevent Escalations - Act as the escalation point for critical incidents (P1/P2), ensuring prompt response, coordination, and resolution.
Elevate Technical Excellence - Be a hands-on technical leader capable of reviewing and advising on complex cases across networking, DNS, WAF, Zero Trust, and performance.
Collaborate Cross-Functionally - Partner with Engineering, Product Management, and Customer Success to surface recurring issues and influence product improvements.
What You'll Bring - 10+ years of experience in technical support or operations within a SaaS, PaaS, or cloud-based enterprise environment.
Bonus Points - Experience supporting security, CDN, Zero Trust, or performance optimization products.