Technical Support Manager

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 You'll 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 Cloudflare's 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 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. Foster a culture of curiosity, accountability, and customer-first thinking. Lead by example in managing difficult situations, guiding technical investigations, and resolving escalations. Handle and Prevent Escalations 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. Build repeatable playbooks and escalation frameworks that improve consistency and reduce time-to-resolution. Contribute towards writing formal customer facing reports (CFRs), which are technical root cause deep dive documents. 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. Support engineers through technical case reviews, troubleshooting guidance, and cross-training. Contribute to internal knowledge articles, diagnostic scripts, and best practices. Collaborate Cross-Functionally Partner with Engineering, Product Management, and Customer Success to surface recurring issues and influence product improvements. Represent the voice of the customer in operational reviews and feedback loops. Lead or contribute to support transformation projects that enhance our tools, automation, and customer experience. Confidently communicate and narrate complex technical issues with different levels, such as C level execs, technical experts, etc. What You'll Bring 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. 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.