Supportability Program Manager, Network Services

Position Location: Austin, TX | Remote, US About the Team
The Supportability Team is made up of product experts who work with Product and Support teams to reduce the friction that customers experience when using our products, and ensure that our technical support engineers are prepared to support all our products. We are the eyes and ears of Cloudflare, acting as the real-time voice of the customer to help communicate their needs and real-world use cases back to the rest of the company to help us build more supportable products and deliver better service.
About the Role
Supportability Program Managers are hands-on, technical subject matter experts who work cross-functionally across the Product, Engineering, and Customer Support teams. In this high-impact role, you will work with Cloudflare's Network Services products, where you will directly shape our Support strategy for Network Services products, as well as how pain points, bugs, and questions from customers are addressed, enabling the Support team to best support our layer 3/4 products. The goals are to improve product supportability, reduce customer contact rates and escalations, and to improve the customer experience, while also supporting new go-to-market preparedness efforts for any new Network Services features.
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
• 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
• 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
• Maintain testing and reproduction environments

Required

• 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
• HTTP, TCP, BGP, UDP, GRE, IPSec, DHCP, etc.
• IP tables, looking glass, PCAP, etc.
• curl, dig, traceroute, openssl, git, 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

Desired

• 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

Compensation
Compensation may be adjusted depending on work location.

• For Colorado-based hires: Estimated annual salary of $100,000 - $122,000.
• For New York City, Washington, and California (excluding Bay Area) based hires: Estimated annual salary of $112,000 - $136,000
• For Bay Area-based hires: Estimated annual salary of $118,000 - $144,000

Equity
This role is eligible to participate in Cloudflare's equity plan.
Benefits
Cloudflare offers a complete package of benefits and programs to support you and your family. Our benefits programs can help you pay health care expenses, support caregiving, build capital for the future and make life a little easier and fun! The below is a description of our benefits for employees in the United States, and benefits may vary for employees based outside the U.S.
Health & Welfare Benefits

• Medical/Rx Insurance
• Dental Insurance
• Vision Insurance
• Flexible Spending Accounts
• Commuter Spending Accounts
• Fertility & Family Forming Benefits
• On-demand mental health support and Employee Assistance Program
• Global Travel Medical Insurance

Financial Benefits

• Short and Long Term Disability Insurance
• Life & Accident Insurance
• 401(k) Retirement Savings Plan
• Employee Stock Participation Plan

Time Off

• Flexible paid time off covering vacation and sick leave
• Leave programs, including parental, pregnancy health, medical, and bereavement leave