Supportability Engineer, Developer Platform

Available Locations: Hybrid - Austin London Lisbon

About the Team

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.

What youll do

Supportability Engineers are hands-on technical subject matter experts who work cross-functionally across the Product Engineering and Customer Support this role you will work with Cloudflares 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

• Demonstrated ability to work with data visualization and analytics platforms to generate insights and determine opportunities to impact key metrics
• Experience building full-stack web applications in JavaScript
• Experience working with databases
• Experience with LLM prompting and a strong understanding of the underlying tech
• Excellent debugging skills and ability to troubleshoot complex issues to resolution
• Great cross-functional collaboration skills ability to work effectively with many different teams
• Strong verbal and written communication skills including technical documentation
• Self-motivated can positively influence others team player problem solver
• Technical Support or Product Operations experience

Desired

• Expertise in Cloudflares Developer Platform products
• Strong project and change management skills
• Professional experience in a software engineering or developer advocacy role

What Makes Cloudflare Special

Were not just a highly ambitious large-scale technology company. Were 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 weve equipped more than 2400 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 Cloudflares 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 weve 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. Heres the deal - we dont 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 youd like to be a part of Wed 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 persons 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 e-mail at or via mail at 101 Townsend St. San Francisco CA 94107.