Oversee technical support operations, coordinate incident responses, monitor performance metrics, handle escalations, and ensure smooth transitions across global teams.
Available Locations: Singapore, or Sydney (Australia) About the Department
The Customer Support Team solves complicated problems and answers technical inquiries 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, our team is 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 - to help build a better service and future product development.
What You'll Do
The Customer Support Team solves complicated problems and answers technical inquiries 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, our team is 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 - to help build a better service and future product development.
What You'll Do
- Manage Daily Operations: Oversee regional support coverage across chat, calls, and ticket queues. Optimize staffing and workflows to meet service-level targets and deliver exceptional customer experiences.
- Lead Incident Response: Be the point person for live incidents (P0/P1), coordinating the technical support team, driving resolution efforts, and ensuring timely communication internally and externally.
- Monitor Performance: Track support KPIs, analyze trends, and recommend process improvements that enhance efficiency and customer outcomes.
- Handle Escalations: Manage real-time escalations, collaborating cross-functionally with engineering, product, and account teams to ensure resolution and prioritization based on live data.
- Coordinate Operational Workflows: Own execution of support processes like ticket triage, voicemail follow-ups, and escalation queue management.
- Ensure Smooth Transitions: Provide clear, concise shift handovers and maintain operational continuity across global teams.
- 3+ years of experience in a technical support or operations role, preferably in a SaaS or high-growth environment.
- Proven ability to coordinate incident response and manage operational pressure with calm and clarity.
- Strong communication skills, with the ability to translate technical issues to diverse audiences.
- Experience with support tooling (e.g., Salesforce Service Cloud, Jira, Slack, Zoom).
- A proactive and structured approach to problem-solving and decision-making.
- A collaborative, team-first attitude with a passion for continuous improvement.
- Proficiency in networking fundamentals, including DNS, VPNs, firewalls, and traffic routing.
- You have a solid grasp of problem solving with command line tools (dig/traceroute/curl/tcpdump)
- You have experience writing scripts in Bash, Python, JavaScript, or other scripting language
- Experience supporting cloud platforms (AWS, Azure, GCP) and SaaS application integrations.
- You are familiar with Cloudflare and have a site actively using our platform
- You have worked with PostgreSQL, MySQL, MS SQL or other database servers.
- Bachelor's degree in Computer Science, Cybersecurity, or a related field (or equivalent experience).
- Experience in a shift-based or global support environment.
- Familiarity with SLA/KPI metrics and real-time queue management.
- Prior exposure to ITIL or similar incident management frameworks.
Top Skills
AWS
Azure
Bash
GCP
JavaScript
JIRA
Ms Sql
MySQL
Postgres
Python
Salesforce Service Cloud
Slack
Zoom
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