Cloudflare

Manager, Technical Support

Cloudflare

full-time

Posted on:

Location Type: Hybrid

Location: Austin • Texas • United States

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Tech Stack

CloudDNSLinuxTCP/IP

About the role

  • 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 follow-the-sun support across regions.
  • Maintain appropriate staffing levels through workforce management and shift coverage.
  • 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.
  • 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 post-incident reviews.
  • Collaborate with Engineering, Product Management, and Customer Success to surface recurring issues and influence product improvements.

Requirements

  • 5+ 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: 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 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 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.
Benefits
  • Competitive salary
  • Health, dental, and vision insurance
  • 401(k) retirement plan
  • Paid time off
  • Flexible work arrangements
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
SaaSPaaScloud-based environmentsDNSSSL/TLSHTTP/STCP/IPnetworking layersLinux command linescripting
Soft Skills
people managementcoachingmentoringcommunicationstakeholder managementdata-driven mindsetcontinuous improvementperformance managementteam developmentcollaboration