Customer Solutions Engineering Senior Manager, Cloudflare

Salary not provided
Senior and Expert level
Amsterdam
London
Cloudflare

Web performance and security platform

Open for applications

Cloudflare

Web performance and security platform

1001+ employees

B2BEnterpriseAnalyticsSaaSCyber Security

Open for applications

Salary not provided
Senior and Expert level
Amsterdam
London

1001+ employees

B2BEnterpriseAnalyticsSaaSCyber Security

Company mission

Cloudflare's mission is to help build a better Internet that is bold and ambitious.

Role

Who you are

  • Ultimately, you are passionate about technology, have the ability to explain complex technical concepts in easy-to-understand terms and you like coaching and teaching
  • You are naturally curious and an avid builder who is not afraid to get your hands dirty
  • 8+ years of experience leading technical teams, with proven coaching, leadership skills in team management
  • Demonstrable experience in understanding and solving escalations, team issues or other management related scenarios

What the job involves

  • Customer Solutions Engineers (CSE), are our customers trusted technical advisors
  • They are our product experts, leveraging their knowledge to ensure our enterprise customers understand and utilize the Cloudflare platform to its fullest extent
  • Their goal is to help customers be successful and derive the most value possible from their Cloudflare investment
  • You are the team enabler, point of reference and coach
  • You will work closely with our Enterprise customers by shadowing and improving your team’s technical expertise
  • You will take care of new team members and you will ensure work loads are equally distributed within the team
  • You are personable and can provide constructive feedback when necessary
  • You will help escalate and identify issues quickly and efficiently and you will work with the other team leads and the global head to ensure proper regional & cross-regional coordination
  • To aid your team, you will work closely with every team at Cloudflare, from Sales and Product, through to Engineering and Customer Support
  • Your goal of customer success should drive you through the entire organization as you seek out and advise your team on how to create scalable solutions for your customers needs
  • Cultivate cross team/office/region coordination, keep us all connected as one team
  • Facilitate knowledge transfer between teams. Ensure the team learns from the great ideas of single team members. Ensure mistakes are not repeated within the team
  • Develop strong relationships outside of CSE organization to aid in escalation of issues (product/support/engineering/special projects/marketing/legal/etc)
  • Maintain strong communications with Sales and Customer Success leads
  • Keep the pulse of the team: who is happy, productive, performing. Know each member’s strengths and how they would each like to develop
  • Exemplify and cultivate positive culture traits
  • Provide support and confidence to team members
  • Cultivate a very open communication environment. Criticism is welcome and appreciated
  • Maintain a culture of independence amongst team members whilst offering advice when appropriate
  • Maintain trust and respect from the team
  • Ability to handle any call from any customer
  • Workload Management
  • Conduct 1:1’s with team members
  • Act as a point of escalation for team issues, escalate issues that can’t be solved within the team
  • Recruit, interview, and onboard new team members
  • Report on individual CSE strengths and weaknesses

Our take

Cloudflare is a multi-service global network that provides web security and infrastructure, DDoS mitigation services, and a content delivery network. Founded in 2009, Cloudflare has risen to become an industry giant, with around 25 million global internet properties on its network.

Cloudflare has been responsible for a number of admirable initiatives, offering free web protection to human rights groups, journalists, artists, and US election websites. This goes some way to counteracting the flak Cloudflare has received in some circles for the controversial groups and users who use its services. This chequered history, however, has not affected its over 80% market share in the content delivery network field.

This is perhaps in part because it has proven sharp at staying abreast of the rapidly morphing tech and digital space and customer demands. For example, Cloudflare is shifting to 100% renewable energy usage to create a zero-emissions internet, and in 2020 released a feature that would help users navigate data privacy regulations by selecting where their data is stored.

The cloud infrastructure market reached $53 billion in 2022. While the Big 3 (Amazon, Microsoft, and Google) own 65% of the market, that still leaves billions of dollars left for companies such as Cloudflare. Its ambitious and successful work is likely to continue being a crucial feature of the web, but in 2023, placed it in the crosshairs of hackers looking to exploit its infrastructure. The beginning of 2024 saw Cloudflare vow to bolster its security and patch vulnerabilities.

Steph headshot

Steph

Company Specialist

Insights

Led by a woman

Few candidates hear
back within 2 weeks

16% employee growth in 12 months

Company

Company benefits

  • Minimum 8 weeks of paid parental leave
  • Equal opportunity employer
  • Unlimited paid time off policy
  • Work from home opportunities
  • Medical, Dental & Vision Insurance
  • Life Insurance, Disability Insurance
  • 401(k) plans
  • Family planning and fertility program
  • Gym discounts
  • Commuter Benefits Program

Company values

  • Principled - We create our products and features with a global mindset and democratize important and innovative technologies that drive adoption of the latest standards
  • Curious - Our team is made up of pioneering innovators that approach new challenges with interest and a desire to learn
  • Transparent - We hold ourselves accountable when we make mistakes—and we do everything we can to learn from them

Company HQ

China Basin, San Francisco, CA

Founders

Lee Holloway

(Lead Engineer)

Lee started their career as an Engineer at Homewarehouse for a year before working at Unspam Technologies for 4 years. They co-created Project Honey Pot in 2004 and Cloudflare in March 2009, serving as Lead Engineer of both to present.

Michelle Zatlyn

(President & COO)

Having worked for Investor Economics and I Love Rewards for a combined 4 years, Michelle worked at Toshiba for 3 years as a Product Manager. She then co-founded Cloudflare in 2009 as COO, and has served as President since 2020. She is also a Board Member at Atlassian.

Matthew studied for an MBA at Harvard Business School before co-founding Unspam Technologies in December 2001, and Cloudflare as CEO in March 2009.

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