Supportability Program Manager, Network Services
2 meses atrás
About the Team The Supportability Team is made up of product experts who partner with Product and Support leaders 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 or 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 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. Excellent debugging skills and ability to troubleshoot complex issues to resolution Great cross-functional collaboration skills, ability to work effectively with many different teams Strong verbal and written communication skills, including technical documentation 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
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Lisboa, Portugal Cloudflare Tempo inteiroSupportability Program Manager, Network ServicesAt Cloudflare, we are on a mission to help build a better Internet. Today the company runs one of the world's largest networks that powers millions of websites and other Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies. Cloudflare protects and accelerates any...
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Supportability Program Manager, Network Services
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