Supportability Engineer, Developer Platform (Austin)

Supportability Engineer, Developer Platform

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.

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!

The Supportability Team is made up of product experts who partner with Product, Engineering, and Support leaders to reduce the friction that customers experience when using our products, and ensure that our Technical Support Engineers are able to support products efficiently. We represent the voice-of-the-customer to help communicate their needs and use cases back to the rest of the company to help us build easy to use products and deliver better service.

Supportability Engineers are hands-on, technical subject matter experts who work cross-functionally across the Product, Engineering, and Customer Support teams. In this role, you will work with Cloudflare's Developer Platform Products, building internal tools, documentation, and processes that help developers and internal teams answer questions and debug problems. This is a high impact role, where you will directly shape our support strategy for developers, as well as how pain points, bugs, and questions from customers big and small are addressed, enabling the support team to best support developers. 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 Developer Platform features.

Responsibilities :

• Enable customers to easily adopt and use our developer platform products by identifying usability issues and working closely with the Product and Engineering teams to unblock them.
• Regularly meet with the Product & Engineering teams for Developer Platform products, as well as front line technical support engineers to drive improvements to tooling, process, and product
• Manage key Supportability metrics for specific Developer Platform products including contact rate, escalation rate, support efficiency, and product CSAT.
• Manage a top issues tracker for Developer Platform products
• Using a metrics-driven approach, drive UX improvements that would prevent customers from needing to contact support
• Work with the New Product Introduction (NPI) business function on Go-to-market (GTM) readiness efforts, monitoring Product roadmaps and release schedules, ensuring the team is prepared to support and launches
• Help to enable team members on Developer Platform products
• Support the creation and maintenance of internal and external facing Developer Platform support 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 issue reproduction environments

Required :

Desired :

What Makes Cloudflare Special?

We're not just a highly ambitious, large-scale technology company. We're a highly ambitious, large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet.

Project Galileo : Since 2014, we've equipped more than 2,400 journalism and civil society organizations in 111 countries 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 : In 2017, we created the 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. Since the project, we've provided services to more than 425 local government election websites in 33 states.

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.

Sound like something you'd like to be a part of? We'd love to hear from you!

This position may require access to information protected under U.S. export control laws, including the U.S. Export Administration Regulations. Please note that any offer of employment may be conditioned on your authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license.

Cloudflare is proud to be an equal opportunity employer. We are committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness. All qualified applicants will be considered for employment without regard to their, or any other person's, perceived or actual race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship, age, physical or mental disability, medical condition, family care status, or any other basis protected by law. We are an AA / Veterans / Disabled Employer. Cloudflare provides reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job. Examples of reasonable accommodations include, but are not limited to, changing the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. If you require a reasonable accommodation to apply for a job, please contact us via email at hr@cloudflare.com or via mail at 101 Townsend St. San Francisco, CA 94107.