Manager, Technical Support

About Us

At Cloudflare we are on a mission to help build a better Internet. Today the company runs one of the worlds largest networks that powers millions of websites and other Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies. Cloudflare protects and accelerates any Internet application online without adding hardware installing software or changing a line of code. Internet properties powered by Cloudflare all have web traffic routed through its intelligent global network which gets smarter with every request. As a result they see significant improvement in performance and a decrease in spam and other attacks. Cloudflare was named to Entrepreneur Magazines Top Company Cultures list and ranked among the Worlds Most Innovative Companies by Fast Company.

We realize people do not fit into neat boxes. We are looking for curious and empathetic individuals who are committed to developing themselves and learning new skills and we are ready to help you do that. We cannot complete our mission without building a diverse and inclusive team. We hire the best people based on an evaluation of their potential and support them throughout their time at Cloudflare. Come join us!

Available Locations : Singapore Kuala Lumpur (Malaysia) Sydney (Australia)

About the Department

The Cloudflare Technical Support Team solves complicated problems and answers technical questions via phone email chat and social media. Whether it is a Wordpress blogger using our services for free or a global Enterprise business with petabytes of web traffic we are always eager to assist. We are the eyes and ears of Cloudflare acting as the real-time voice of the customer to help communicate their needs and real-world use cases back to the rest of the company for better service and future product development.

What Youll Do

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 Cloudflares customers receive the highest level of service. You will :

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.).
• 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.

Lead and Develop a High-Performing Team

Handle and Prevent Escalations

Elevate Technical Excellence

Collaborate Cross-Functionally

What Youll Bring

Bonus Points

Why Join Us

This is your opportunity to play a pivotal role in shaping the future of technical support at Cloudflare. Youll be joining a global team that thrives on solving hard problems driving measurable outcomes and setting the gold standard for customer experience in the cloud industry.

What Makes Cloudflare Special

Were not just a highly ambitious large-scale technology company. Were a highly ambitious large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet.

Project Galileo : Since 2014 weve equipped more than 2400 journalism and civil society organizations in 111 countries with powerful tools to defend themselves against attacks that would otherwise censor their work technology already used by Cloudflares enterprise customers at no cost.

Athenian Project : In 2017 we created the Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free so that their constituents have access to election information and voter registration. Since the project weve provided services to more than 425 local government election websites in 33 states.

1.1.1.1 : We released 1.1.1.1 to help fix the foundation of the Internet by building a faster more secure and privacy-centric public DNS resolver. This is available publicly for everyone to use - it is the first consumer-focused service Cloudflare has ever released. Heres the deal - we dont store client IP addresses never ever. We will continue to abide by our privacy commitment and ensure that no user data is sold to advertisers or used to target consumers.

Sound like something youd like to be a part of Wed love to hear from you!

This position may require access to information protected under U.S. export control laws including the U.S. Export Administration Regulations. Please note that any offer of employment may be conditioned on your authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license.

Cloudflare is proud to be an equal opportunity employer. We are committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness. All qualified applicants will be considered for employment without regard to their or any other persons perceived or actual race color religion sex gender gender identity gender expression sexual orientation national origin ancestry citizenship age physical or mental disability medical condition family care status or any other basis protected by law. We are an AA / Veterans / Disabled Employer.

Cloudflare provides reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job. Examples of reasonable accommodations include but are not limited to changing the application process providing documents in an alternate format using a sign language interpreter or using specialized equipment. If you require a reasonable accommodation to apply for a job please contact us via e-mail at or via mail at 101 Townsend St. San Francisco CA 94107.

Required Experience :

Manager

Key Skills

Dhcp,SQL,Active Directory,VOIP,VMware,Customer Service,Windows,Trouble Shooting,Java,VPN,Sharepiont,hardware,Dns,Technical Support,Software Applications

Employment Type : Full Time

Experience : years

Vacancy : 1