Chief Network Supportability Strategist, Cloud Infrastructure Services
Há 4 dias
As a Chief Network Supportability Strategist, you will play a key role in shaping our support strategy for Cloudflare's Network Services products. This involves working closely with cross-functional teams to identify usability issues and collaborate on product improvements that enhance customer experience.
Responsibilities
• Enable customers to easily adopt and use our Network Services products by identifying usability issues and collaborating with the Product and Engineering teams to resolve them.
• Regularly meet with the Product and Engineering teams for Network Services products to discuss ongoing initiatives and challenges.
• Manage key Supportability metrics for specific Network Services products, including contact rate, escalation rate, support efficiency, and product CSAT.
• Collaborate 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.
Required Skills and Qualifications
• Experience working as a network engineer or network security engineer or proficiency in OSI layers 2, 3, and 4.
• Expertise with Cloudflare's Network Services products: Magic Transit, Magic Firewall, Magic WAN, Magic Network Monitoring, CNI / PNI, Spectrum, Argo, Orpheus, BYOIP, etc.
• Strong cross-functional collaboration skills, ability to work effectively with many different teams.
• Excellent 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.
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