Supportability Program Manager, Network Services
2 semanas atrás
Cloudflare is seeking a Supportability Program Manager to join our Network Services team. As a key member of our Supportability team, you will work closely with Product and Engineering teams to improve the supportability of our Network Services products.
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.
- 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.
- IP tables, looking glass, PCAP, 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.
- 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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Network Services Supportability Program Manager
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Lisboa, Lisboa, Portugal Cloudflare Tempo inteiroAbout the RoleCloudflare is seeking a highly skilled Network Services Supportability Program Manager to join our team. As a key member of our Supportability team, you will be responsible for shaping our Support strategy for Network Services products, identifying usability issues, and working closely with Product and Engineering teams to unblock...
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Network Services Supportability Program Manager
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Lisboa, Lisboa, Portugal Cloudflare Tempo inteiroAbout the RoleCloudflare is seeking a highly skilled Network Services Supportability Program Manager to join our team. As a key member of our Supportability team, you will play a critical role in shaping our Support strategy for Network Services products, ensuring that our customers have a seamless experience when using our products.Responsibilities•...
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