Technical Support Manager

Location: Mexico City, MX About the department
The Cloudflare Customer 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.
What you'll do
Do you like solving complex problems? Are you great at helping a team grow to surpass their potential together? Do you enjoy interacting with people at all levels and roles?
As a Technical Support Manager at Cloudflare you will:
Provide World-Class Support to our Millions of Customers - You enjoy taking customer escalations from team members, triaging and answering high priority tickets from both top partners and free customers, and understand our customers needs and problems, in depth, in order to report on them to the company and solve them.
Manage Technical Support Engineers - Coach the team to excel at their jobs, manage individual and team projects to on-time completion, have regular one-on-ones with everyone on your technical support engineering team, encourage professional development, help with training and QA, manage the support hiring process, and keep team morale high.
Help Manage and Improve Tools and Processes - Managers will manage and continuously improve our processes for helping customers, managing the team, and working with the rest of the company. They will also help to manage all of our support tools and software.
Work Cross-Functionally With Other Teams - Managers will work with other teams to guide projects that help the support team, customers and the company. They will act as the Voice of the Customer to communicate clearly the requests and problems our customers are reporting to the rest of the company through to resolution.
Examples of desirable skills, knowledge and experience

• Minimum of 5 years technical support experience
• Minimum of 3 years of team lead or management experience, with teams of 4 or more people
• Experience managing a team to meet and exceed their individual, team, and company goals
• Experience managing Support Engineers' performance and development
• Strong experience at hiring, coaching, and training Support Engineers
• Fundamental understanding how the Internet works (OSI Model)
• Strong understanding in DNS, SSL/TLS, HTTP, and network related issues
• Familiarity with command line and command line tools including curl, dig, and traceroute
• Strong communication skills, both verbal and written
• Past experience or interest in working at a fast-paced and high-growth company
• Experience providing global support that follows the sun 24x7x365
• Ability and willingness to work occasional weekends, holidays, and after hours
• Flexible to work PST hours

Equity
This role is eligible to participate in Cloudflare's equity plan.
Benefits
Cloudflare offers a complete package of benefits and programs to support you and your family. Our benefits programs can help you pay health care expenses, support caregiving, build capital for the future and make life a little easier and fun!
Time Off

• Flexible paid time off covering vacation and sick leave
• Leave programs, including parental, pregnancy health, medical, and bereavement leave