Technical Support Manager, Cloudflare

Zero Trust

Salary not provided
Senior level
Remote in UK
London
Cloudflare

Web performance and security platform

Be an early applicant

Cloudflare

Web performance and security platform

1001+ employees

B2BEnterpriseAnalyticsSaaSCyber Security

Be an early applicant

Salary not provided
Senior level
Remote in UK
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

  • 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 the job involves

  • 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
  • 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

Salary benchmarks

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

Some 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

Leadership

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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