Technical Support Manager

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 diagnosticsExperience 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.