Remote Supportability Program Manager, Network Services

Summary

Join the Supportability Team as a Supportability Program Manager to shape our Support strategy for Network Services products and improve product supportability.

Requirements

• 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

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

Preferred Qualifications

• 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

Benefits

• 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