Manager, Technical Support

Cloud Technical Support Manager About Cloudflare At Cloudflare, we are on a mission to help build a better Internet. Today the company runs one of the world's 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 Magazine's Top Company Cultures list and ranked among the World's Most Innovative Companies by Fast Company. 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. Responsibilities 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. Foster a culture of curiosity, accountability, and customer‐first thinking. Lead by example in managing difficult situations, guiding technical investigations, and resolving 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. 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. 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. Qualifications 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, 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 Mandarin, Korean, or Japanese. Prior experience in start‐up or hyper‐growth environments where agility and innovation are key. Why Join Us This is your opportunity to play a pivotal role in shaping the future of technical support at Cloudflare. You'll 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. Equal Opportunity Employer 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 person's, 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. Export Control Notice 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. #J-18808-Ljbffr