Supportability Program Manager, Network Services

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 
• HTTP, TCP, BGP, UDP, GRE, IPSec, DHCP, etc. 
• IP tables, looking glass, PCAP, etc.
• curl, dig, traceroute, openssl, git, 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

Desired

• 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.

Benefits

Cloudflare offers a complete package of benefits and programs to support you and your family.  Our benefits programs can help you pay health care expenses, support caregiving, build capital for the future and make life a little easier and fun!  The below is a description of our benefits for employees in the United States, and benefits may vary for employees based outside the U.S.

Health & Welfare Benefits

• Medical/Rx Insurance
• Dental 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

Financial Benefits

• Short and Long Term Disability Insurance
• Life & Accident 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.

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.