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Technical Supportability Program Manager, Network Services Expert
Há 1 mês
The Supportability Program Manager, Network Services, plays a pivotal role in ensuring the seamless adoption and use of our Network Services products. This key position requires a technical subject matter expert who can work cross-functionally across Product, Engineering, and Customer Support teams.
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.
The ideal candidate will have experience working as a network engineer or network security engineer, or proficiency in OSI layers 2, 3, and 4. Additionally, they should have experience with network and security technology, protocols, and tools. Expertise with Cloudflare's Network Services products, such as Magic Transit, Magic Firewall, Magic WAN, and others, is also required.
What We OfferCloudflare is proud to offer a competitive compensation package, including equity, health and welfare benefits, and flexible paid time off. We are an equal opportunity employer and value diversity and inclusiveness in our workplace.
