Manager - Technical Support

<div class="content-intro"><div><strong>About Us</strong></div> <div> <p>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. </p> <p><span style="font-weight: 400;">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! </span></p> </div></div><p><strong>Available Locations: Bengaluru</strong></p> <p><strong>About the Department</strong></p> <p>The Cloudflare Technical Support Team solves complicated problems and answers technical questions via phone, email, chat and social media. Whether it is a Wordpress blogger using our services for free or a global Enterprise business with petabytes of web traffic, we are always eager to assist. 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 for better service and future product development.</p> <p><strong>What You’ll Do</strong></p> <p>Are you passionate about operational excellence and developing high-performing technical teams? Do you thrive in a fast-paced environment where you can balance hands-on technical depth with leadership impact? As a Technical Support Manager at Cloudflare, you will lead a team of talented engineers to deliver exceptional support experiences, meet and exceed KPIs, and ensure Cloudflare’s customers receive the highest level of service. You will:</p> <p>Drive Operational Excellence</p> <ul> <li>Own and monitor daily operations, ensuring adherence to SLAs, KPIs, and performance metrics (response time, resolution time, customer satisfaction, backlog health, etc.).</li> <li>Analyze support trends and data to identify process gaps, improve efficiency, and implement scalable solutions.</li> <li>Ensure consistent global handover quality and follow-the-sun support across regions.</li> <li>Maintain appropriate staffing levels through workforce management and shift coverage.</li> </ul> <p>Lead and Develop a High-Performing Team</p> <ul> <li>Manage, coach, and mentor Support Engineers to achieve their potential and elevate technical excellence.</li> <li>Conduct regular 1:1s, performance reviews, and skill assessments; build individual development and training plans.</li> <li>Foster a culture of curiosity, accountability, and customer-first thinking.</li> <li>Lead by example in managing difficult situations, guiding technical investigations, and resolving escalations.</li> </ul> <p>Handle and Prevent Escalations</p> <ul> <li>Act as the escalation point for critical incidents (P1/P2), ensuring prompt response, coordination, and resolution.</li> <li>Partner closely with Engineering, Product, and Incident Response teams to drive root cause analysis and post-incident reviews.</li> <li>Build repeatable playbooks and escalation frameworks that improve consistency and reduce time-to-resolution.</li> <li>Contribute towards writing formal customer facing ... (truncated, view full listing at source)