Description
Are you passionate about operational excellence and developing high-performing technical teams? 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.
Requirements:
- 10+ 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, troubleshooting tools, and 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.
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 start-up or hyper-growth environments where agility and innovation are key.