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Network Services Supportability Specialist
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The Cloudflare Network Services Supportability team is responsible for ensuring our customers have a seamless experience with our products. As a Network Services Supportability Specialist, you will play a key role in shaping our support strategy for Network Services products, identifying usability issues, and working closely with the Product and Engineering teams to resolve them. This is an excellent opportunity for a technical expert to join our team and make a significant impact on the customer 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 resolve them.
- Regularly meet with the Product and Engineering teams for Network Services products to discuss ongoing projects and initiatives.
- 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 and work with the Product and Engineering teams to prioritize and resolve critical issues.
- 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.
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, including 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.
What We Offer
- Competitive salary and benefits package.
- Equity in Cloudflare.
- Opportunities for career growth and professional development.
- A dynamic and supportive work environment.
- A chance to make a meaningful impact on the customer experience.
About Cloudflare
Cloudflare is a highly ambitious technology company on a mission to help build a better Internet. We run 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 Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by Cloudflare all have web traffic routed through its intelligent global network, which gets smarter with every request. As a result, they see significant improvement in performance and a decrease in spam and other attacks. Cloudflare was named to Entrepreneur Magazine's Top Company Cultures list and ranked among the World's Most Innovative Companies by Fast Company.
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