Manager, Technical Support - Developer Platform at Cloudflare

About Us At Cloudflare, we are on a mission to help build a better Internet. Today the company runs 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. We realize people do not fit into neat boxes. We are looking for curious and empathetic individuals who are committed to developing themselves and learning new skills, and we are ready to help you do that. We cannot complete our mission without building a diverse and inclusive team. We hire the best people based on an evaluation of their potential and support them throughout their time at Cloudflare. Come join us! Available Locations: Singapore, Sydney, Kuala Lumpur About the Department The Cloudflare Technical Support organization is the front line for our customers and developers, solving complex technical problems and answering questions across email, chat, phone, and other channels. We support everyone from individual developers building their first application to large enterprises running mission-critical workloads at global scale. The Developer Platform Support team is a newly formed, specialized function focused on supporting Cloudflare’s developer-facing products and platforms. This team partners closely with Engineering and Product to help developers build, deploy, and operate applications successfully, while also acting as a critical feedback loop to improve platform reliability, usability, and developer experience. About the Role As Manager, Technical Support – Developer Platform, you will build, lead, and scale a team of highly technical Support Engineers who support Cloudflare’s developer ecosystem. This is a hands-on leadership role requiring strong technical depth, operational rigor, and the ability to operate in ambiguity as the team, scope, and processes are being established. You will balance people leadership, operational excellence, and technical credibility, while shaping how developer-focused support is delivered across a global, follow-the-sun model. What You’ll Do Build and Scale a New Support Function • Hire, onboard, and develop a new team of Developer Platform Support Engineers. • Define team structure, skill expectations, and onboarding paths for a developer-focused support motion. • Establish clear operating models, escalation paths, and engagement patterns with Engineering and Product. • Help shape what “great” developer support looks like at Cloudflare. Drive Operational Excellence • Own day-to-day operations, ensuring performance against SLAs, KPIs, backlog health, and customer experience metrics. • Ensure effective global handovers and consistent support quality across regions and time zones. • Partner with Workforce Management to ensure appropriate coverage and capacity planning. Lead and Develop a High-Performing Team • Coach and mentor engineers with strong technical backgrounds, helping them grow in troubleshooting depth, communication, and ownership. • Conduct regular 1:1s, performance reviews, and development planning. • Foster a culture of learning, experimentation, and customer-centric problem solving. • Lead by example in managing difficult situations, guiding technical investigations, and resolving escalations. Handle and Prevent Escalations • Act as an escalation point for complex or high-severity developer issues. • Coordinate with Engineering, Product, and Incident Response teams to drive timely resolution. • Lead or contribute to root cause analysis and post-incident reviews. • Oversee the creation of clear, high-quality customer-facing reports and technical explanations. Elevate Technical Excellence • Provide technical leadership on complex issues involving APIs, developer tooling, runtime environments, and distributed systems. • Guide engineers through deep technical investigations, debugging, and architectural discussions. • Contribute to internal documentation, troubleshooting guides, and best practices for developer support. • Drive continuous improvement in tooling, automation, and self-service capabilities for developers. Collaborate Cross-Functionally • Partner closely with Engineering and Product teams to surface recurring issues and influence platform improvements. • Represent developer feedback and support insights in internal reviews and planning forums. • Participate in or lead initiatives that improve developer experience, support scalability, and operational efficiency. • Communicate complex technical topics clearly to a wide range of audiences, from developers to senior leadership. What You’ll Bring • 5+ years of experience in technical support, operations, or engineering-adjacent roles within a SaaS, PaaS, or cloud environment. • 3+ years of people management experience leading technical teams in a global or multi-regional setup. • Strong technical foundation, including experience with: • Web application development, ideally full-stack using modern JavaScript frameworks (React, Vue, Node.js, etc). • APIs, SDKs, authentication, and developer tooling • Internet technologies (HTTP/S, DNS, TLS, networking fundamentals) • Familiarity with the major cloud providers (AWS, GCP, Azure) and common cloud services. • Strong understanding of developer workflows and related tools (including version control, CI/CD, package managers). • Comfort working with logs, diagnostics and troubleshooting tools. • Experience operating in a 24x7 support environment and managing escalations. • Strong written and verbal communication skills; able to explain complex concepts clearly and concisely. • A data-driven mindset with experience using metrics to guide decisions and improvements. • Passion for building teams, developing people, and creating scalable support models. Bonus Points • Prior experience supporting developer platforms, serverless, or application runtime environments. • Experience working closely with Engineering teams in fast-moving or ambiguous environments. • Experience building or deploying applications on Cloudflare Workers. • Understanding of distributed systems and serverless architecture. • Familiarity with relational and non-relational databases. • Experience in start-up or hyper-growth environments. • Fluency in Mandarin, Korean, or Japanese. Why Join Us This role offers a unique opportunity to build and shape a new Developer Platform Support function from the ground up. You’ll have meaningful influence over how Cloudflare supports developers globally, while working closely with world-class engineers and product teams. If you’re excited by technical depth, people leadership, and building something new, this role offers both impact and growth. What Makes Cloudflare Special? We’re not just a highly ambitious, large-scale technology company. We’re a highly ambitious, large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet. Project Galileo: Since 2014, we've equipped more than 2,400 journalism and civil society organizations in 111 countries with powerful tools to defend themselves against attacks that would otherwise censor their work, technology already used by Cloudflare’s enterprise customers--at no cost. Athenian Project: In 2017, we created the Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free, so that their constituents have access to election information and voter registration. Since the project, we've provided services to more than 425 local government election websites in 33 states. 1.1.1.1: We released 1.1.1.1 to help fix the foundation of the Internet by building a faster, more secure and privacy-centric public DNS resolver. This is available publicly for everyone to use - it is the first consumer-focused service Cloudflare has ever released. Here’s the deal - we don’t store client IP addresses never, ever. We will continue to abide by our privacy commitment and ensure that no user data is sold to advertisers or used to target consumers. Sound like something you’d like to be a part of? We’d love to hear from you! This position may require access to information protected under U.S. export control laws, including the U.S. Export Administration Regulations. Please note that any offer of employment may be conditioned on your authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license. Cloudflare is proud to be an equal opportunity employer. We are committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness. All qualified applicants will be considered for employment without regard to their, or any other person's, perceived or actual race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship, age, physical or mental disability, medical condition, family care status, or any other basis protected by law. We are an AA/Veterans/Disabled Employer. Cloudflare provides reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job. Examples of reasonable accommodations include, but are not limited to, changing the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. If you require a reasonable accommodation to apply for a job, please contact us via e-mail at [Upgrade to PRO to see contact] or via mail at 101 Townsend St. San Francisco, CA 94107.