# Manager - Technical Support

**Company**: Cloudflare
**Location**: In-Office
**Work arrangement**: onsite
**Experience**: senior
**Job type**: full-time
**Category**: Engineering
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/cloudflare/jobs/7601717?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_50d590a9-ac1

## 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.

## Skills

### Required
- 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
- Experience managing 24x7 global support operations and incident escalation frameworks
- Exceptional communication and stakeholder management skills

### Nice to have
- Experience supporting security, CDN, Zero Trust, or performance optimization products
- Fluency in one of the following languages: Mandarin, Korean, Japanese

---

Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/cloudflare/jobs/7601717?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)