Supportability Program Manager, Network Services

Supportability Program Manager, Network Services Hybrid or Remote
About Us
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.
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!
Position Location: Austin, TX | Remote, US About the Team The Supportability Team is made up of product experts who work with Product and Support teams to reduce the friction that customers experience when using our products, and ensure that our technical support engineers are prepared to support all our products. 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 to help us build more supportable products and deliver better service.
About the Role Supportability Program Managers are hands-on, technical subject matter experts who work cross-functionally across the Product, Engineering, and Customer Support teams. In this high-impact role, you will work with Cloudflare's Network Services products, where you will directly shape our Support strategy for Network Services products, as well as how pain points, bugs, and questions from customers are addressed, enabling the Support team to best support our layer 3/4 products. The goals are to improve product supportability, reduce customer contact rates and escalations, and to improve the customer experience, while also supporting new go-to-market preparedness efforts for any new Network Services features.
Responsibilities Enable customers to easily adopt and use our Network Services products by identifying usability issues and working closely with the Product and Engineering teams to unblock them.
Regularly meet with the Product and Engineering teams for Network Services products.
Manage key Supportability metrics for specific Network Services products, including contact rate, escalation rate, support efficiency, and product CSAT.
Manage a top issues tracker for Network Services products.
Using a metrics-driven approach, work with Product and Engineering to advocate for product and content improvements needed to improve Supportability.
Influence Product design and roadmap for optimal customer experience, and to help drive product adoption.
Work with the New Product Introduction (NPI) business function on Go-to-market (GTM) readiness efforts, monitoring Product roadmaps and release schedules, and preparing the Support team to support new releases.
Help enable and upskill team members on Network Services products, as needed.
Support the creation and maintenance of internal and external facing Network Services content.
Review escalated customer inquiries to identify product and content needs, and to help Escalation Engineers, as well as Product and Engineering teams resolve complex customer issues.
Maintain testing and reproduction environments.
Required Experience working as a network engineer or network security engineer or proficiency in OSI layers 2, 3 and 4.
Experience with network and security technology, protocols and tools.
IP tables, looking glass, PCAP, etc.
Expertise with Cloudflare's Network Services products: Magic Transit, Magic Firewall, Magic WAN, Magic Network Monitoring, CNI / PNI, Spectrum, Argo, Orpheus, BYOIP, etc.
Great cross-functional collaboration skills, ability to work effectively with many different teams.
Strong verbal and written communication skills, including technical writing, and a document everything mindset.
Self-motivated, can positively influence others, team player, problem solver.
Technical Support or Product Operations experience.
Strong project and change management skills.
Executive presentation and training skills.
Experience with OSI layer 7 web application technologies, tools, and security.
SQL and other database management tools.
Analytical mindset and experience working with raw or imperfect data.
Compensation Compensation may be adjusted depending on work location.
For Colorado-based hires: Estimated annual salary of $100,000 - $122,000.
For New York City, Washington, and California (excluding Bay Area) based hires: Estimated annual salary of $112,000 - $136,000.
For Bay Area-based hires: Estimated annual salary of $118,000 - $144,000.
Equity This role is eligible to participate in Cloudflare's equity plan.
Health & Welfare Benefits Medical/Rx Insurance
Vision Insurance
Flexible Spending Accounts
Commuter Spending Accounts
Fertility & Family Forming Benefits
On-demand mental health support and Employee Assistance Program
Global Travel Medical Insurance
Short and Long Term Disability Insurance
401(k) Retirement Savings Plan
Employee Stock Participation Plan
Time Off Flexible paid time off covering vacation and sick leave.
Leave programs, including parental, pregnancy health, medical, and bereavement leave.
What Makes Cloudflare Special?
We're not just a highly ambitious, large-scale technology company. We're 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.
Sound like something you'd like to be a part of? We'd 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 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.
Apply for this job
#J-18808-Ljbffr