# 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
**Canonical**: https://yubhub.co/jobs/job_e2ce28cb-e68

## 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.

## Skills

### Required
- Internet technologies
- Troubleshooting tools
- Experience managing 24x7 global support operations and incident escalation frameworks
- Exceptional communication and stakeholder management skills
- Data-driven mindset

### Nice to have
- Security
- CDN
- Zero Trust
- Performance optimization products
- Mandarin
- Korean
- Japanese