Network Services Supportability Program Manager

1 semana atrás


Lisboa, Lisboa, Portugal Cloudflare Tempo inteiro

About the Role
Cloudflare 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
• 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 to ensure alignment and collaboration.
• 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 to ensure that critical issues are addressed promptly.
• 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.
• 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.
• Opportunity to work with a highly ambitious and innovative company that is shaping the future of the Internet.
• Collaborative and dynamic work environment.
• Professional development opportunities to help you grow in your career.
• Recognition and rewards for outstanding performance.

How to Apply
Cloudflare is an equal opportunity employer and welcomes applications from diverse candidates. If you are passionate about technology and customer support, and have the skills and experience required for this role, please submit your application.



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