Technical Support Representative providing high quality telephone technical support and problem resolution for customers. Assisting with account - related issues and collaborating with team for performance maximization.
About the role
- Manager leading technical support team at Cloudflare. Ensuring operational excellence, team development, and customer satisfaction in a hybrid work environment.
Responsibilities
- Own and monitor daily operations, ensuring adherence to SLAs, KPIs, and performance metrics (response time, resolution time, customer satisfaction, backlog health, etc.).
- Analyze support trends and data to identify process gaps, improve efficiency, and implement scalable solutions.
- Ensure consistent global handover quality and follow-the-sun support across regions.
- Maintain appropriate staffing levels through workforce management and shift coverage.
- Manage, coach, and mentor Support Engineers to achieve their potential and elevate technical excellence.
- Conduct regular 1:1s, performance reviews, and skill assessments; build individual development and training plans.
- Act as the escalation point for critical incidents (P1/P2), ensuring prompt response, coordination, and resolution.
- Partner closely with Engineering, Product, and Incident Response teams to drive root cause analysis and post-incident reviews.
- Collaborate with Engineering, Product Management, and Customer Success to surface recurring issues and influence product improvements.
Requirements
- 5+ years of experience in technical support or operations within a SaaS, PaaS, or cloud-based enterprise environment.
- 3+ years of people management experience leading technical teams of 5+ engineers across multiple locations.
- Proven record of meeting or exceeding operational KPIs and driving continuous improvement.
- Strong technical foundation with deep understanding of:
- Internet technologies: DNS, SSL/TLS, HTTP/S, TCP/IP, networking layers (OSI model)
- Troubleshooting tools: curl, dig, traceroute, nslookup, tcpdump, logs, and API diagnostics
- Experience with Linux command line, scripting, or automation tools is a plus.
- Experience managing 24x7 global support operations and incident escalation frameworks.
- Exceptional communication and stakeholder management skills; able to translate technical issues into business impact.
- A data-driven mindset: confident using metrics to guide performance, planning, and process improvements.
- Passion for developing people, scaling teams, and creating a culture of excellence.
Benefits
- Competitive salary
- Health, dental, and vision insurance
- 401(k) retirement plan
- Paid time off
- Flexible work arrangements
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
Technical Support Specialist providing technical phone support for pharmacy automation solutions. Instructing customers and field engineers in hardware and software maintenance with exceptional customer service.
As a support technician at NEXDOM Healthtech, assist clients with technical inquiries and enhance service processes. Collaborate with teams to document solutions and maintain client satisfaction.
Junior Technical Analyst supporting project development in Tenda, a leading economic housing company in Brazil. Focus on technical project management and successful project delivery.
Technical Support Specialist in travel tech leading resolutions for partner incidents and conducting complex technical analysis for global customers. Collaborating with internal and external teams to enhance the customer experience.
Cloud Support Analyst providing high complexity technical assistance and ensuring service stability for Solo Network clients in their cloud environments.
Provide first - level technical support for desktops and peripherals at Computacenter. Maintain customer satisfaction and coordinate technical work activities in a dynamic environment.
Change Analyst responsible for executing change management tasks and engaging with change requestors in IT infrastructure projects for a global team.
Delivering technical support for clients using Onit’s AI - driven legal operations platform. Collaborating with users, resolving issues, and ensuring seamless product functionality.
Provide first level IT support for Atlantic Health System staff and customers. Document incidents, resolve requests, and collaborate with team members for effective support.