Supportability Program Manager - Network Services

May 11

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Cloudflare

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At Cloudflare, we have our eyes set on an ambitious goal — to help build a better Internet.

nginx • lua • go • web performance • web security

1001 - 5000

💰 $150M Series E on 2019-03

Description

• 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.

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 • 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 • 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

Benefits

• Project Galileo: We equip politically and artistically important organizations and journalists 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: We created 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. • Path Forward Partnership: Since 2016, we have partnered with Path Forward, a nonprofit organization, to create 16-week positions for mid-career professionals who want to get back to the workplace after taking time off to care for a child, parent, or loved one. • 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.