Technical Support Manager - Remote

Overview

As a Technical Support Manager at Cloudflare, you will lead a team to provide world-class support to millions of customers, manage technical support engineers, and improve tools and processes.

In Short

• Lead a team of technical support engineers.
• Provide world-class support to customers.
• Manage high priority tickets and customer escalations.
• Coach and develop team members.
• Improve support tools and processes.
• Work cross-functionally with other teams.
• Ensure team meets individual and company goals.
• Foster a positive team environment.
• Communicate customer needs to the company.
• Support a diverse and inclusive team culture.

Requirements

• 3+ years of team lead or management experience.
• 5+ years of technical support experience for SaaS/PaaS.
• Strong experience in hiring, coaching, and training.
• Understanding of the OSI Model and Internet fundamentals.
• Knowledge of DNS, SSL/TLS, and HTTP.
• Familiarity with command line tools.
• Strong verbal and written communication skills.
• Ability to work flexible hours including weekends.
• Experience in a fast-paced environment.
• Ability to manage team morale and performance.

Benefits

• Opportunity to work in a diverse and inclusive environment.
• Support for professional development.
• Engagement in meaningful projects.
• Access to a large-scale technology company.
• Work with a mission-driven team.