Technical Support Manager (Zero Trust)

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! 

Available Locations: Lisbon or Remote Portugal, London or Remote UK

About the Department

The Cloudflare Customer Support team solves complicated problems and answers technical inquiries via phone, email, chat and social media. Whether it is a blogger using our free services or a global 2000 large enterprise business with petabytes of web traffic, our team is always eager to assist. At Cloudflare our Global Customer Support organization works directly with customers to ensure a world-class level of technical support for all our products and services. 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 cases back to the rest of the company - to help build better services and future product development. 

What you'll do

As a Technical Support Manager at Cloudflare overseeing one of our Premium Support specialist skills teams you will be expected to provide best in class support to our customers and partners. This will involve building, developing and leading a team of Technical Support Engineers, specializing in our Zero Trust solutions from Cloudflare. You would also be part of the EMEA regional support management team helping drive business change and customer service improvements.

Your responsibilities will include:

• coach and develop a team of support engineers to excel at their jobs
• consistently achieve operational performance KPI's & quality levels
• participate in global and regional continuous improvement projects
• plan staffing and scheduling to ensure full service coverage 
• source and hire outstanding technical talent 
• help build individual career plans for engineers
• act as a effective point of escalation for complex customer issues
• collaborate closely with internal colleagues across departments
• perform duty manager shifts including occasional weekends

Examples of desirable skills, knowledge and experience

• proven experience working in a high performance team environment
• strong technical background or support related work advantageous
• interest and aptitude for leading a team of specialist support engineers
• excellent communication skills & ability to inspire & motivate others
• experience in hiring and coaching support engineers
• ability to meet and exceed operational goals
• ability to thrive in a fast-paced, dynamic environment
• natural desire to help build the best support team in the industry!

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.

cloudflare.com/protecting-free-expression-online/">Project Galileo: We equip politically and artistically important organizations and journalists with powerful tools to defend themselves against attacks that would otherwise censor their work, technology already used by Cloudflare’s enterprise customers--at no cost.

Athenian Project: We created 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.

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. Here’s the deal - we don’t 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 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. 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 hr@cloudflare.com or via mail at 101 Townsend St. San Francisco, CA 94107.