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ManagerFull-timeRustAWSAPI
Salary Range
$81,600 - $110,400 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Technical Support Manager to join Cloudflare's Technical Support Team in Bengaluru. This role involves leading a team of engineers to deliver exceptional support experiences, meet and exceed KPIs, and ensure customers receive the highest level of service.
Key Responsibilities
- →Drive operational excellence by monitoring daily operations and ensuring adherence to SLAs, KPIs, and performance metrics
- →Analyze support trends and data to identify process gaps and implement scalable solutions
- →Manage, coach, and mentor Support Engineers to achieve their potential and elevate technical excellence
- →Act as the escalation point for critical incidents, ensuring prompt response and resolution
- →Partner with Engineering, Product Management, and Customer Success to surface recurring issues and influence product improvements
- →Represent the voice of the customer in operational reviews and feedback loops
Requirements
- ✓10+ years of experience in technical support or operations within a SaaS, PaaS, or cloud-based enterprise environment
- ✓3+ years of people management experience leading technical teams of 5+ engineers across multiple locations
- ✓Strong technical foundation with deep understanding of Internet technologies and troubleshooting tools
- ✓Experience managing 24x7 global support operations and incident escalation frameworks
- ✓Exceptional communication and stakeholder management skills
- ✓A data-driven mindset with experience using metrics to guide performance and process improvements
- ✓Passion for developing people, scaling teams, and creating a culture of excellence
Benefits
- ★Opportunity to work for a highly ambitious, large-scale technology company with a mission to build a better Internet
- ★Chance to be part of projects like Project Galileo, Athenian Project, and 1.1.1.1
- ★Equal opportunity employer committed to diversity and inclusiveness
- ★Reasonable accommodations provided for qualified individuals with disabilities
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