Supportability Program Manager, Network Services

Cloudflare

Lisboa
Permanente
Horário completo

Há 16 dias

Position Location: Lisbon, PortugalAbout the TeamThe 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 RoleSupportability 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 , 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

Cloudflare

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