Engineering Manager, Support Operations

Engineering Manager Support Operations

Location: Austin TX

The Role

Lead the engineering team that powers Cloudflares support operations through intelligent automation workflow optimization and system integration. This is a hands-on engineering management role focused on delivering high-impact tools that transform how our global support organization serves customers.

Youll own the technical systems that drive our support workflows: Salesforce Service Cloud customization custom automation tools AI-powered support workflows and integration across our support technology stack. Your team builds the infrastructure that enables our support agents to work faster smarter and with higher quality.

What Youll Own

Salesforce Service Cloud Platform

• Custom object and field management for support workflows
• Automation rules process flows and case routing logic
• Integration with internal Cloudflare systems and APIs
• Performance optimization and technical debt management

Support Automation & AI Workflows

• Custom automation tools that streamline repetitive support tasks
• AI agent integration and workflow orchestration
• Case triage routing and escalation automation
• Agent productivity tools and workflow enhancements
• Integration with AI Support Agent platform

System Integration & Data Pipeline

• API integrations connecting support tools to internal systems
• Data pipeline management for reporting and analytics
• Real-time sync between Salesforce and other platforms
• Authentication security and access control systems
• Monitoring alerting and operational excellence

Engineering Partnership

• Close collaboration with IT team on Salesforce platform strategy
• Partnership with Agent Engineering team on AI workflow integration
• Stakeholder management with support operations analytics and leadership teams
• Requirements translation from business needs to technical solutions
• Roadmap planning and delivery execution

Technical Environment

Primary Stack: Cloudflare platform (Workers Durable Objects D1 KV Vectorize)
Automation: Custom tooling (Python TypeScript/JavaScript) workflow automation
Integration: REST/GraphQL APIs Salesforce Service Cloud internal systems
AI Workflows: Workers AI agent orchestration real-time event processing
Development: Modern CI/CD monitoring and observability tools

Who You Are

Required Experience

• 5 years as an Engineering Manager or Senior Engineer leading technical teams
• Full-stack engineering: Strong coding ability in modern languages (TypeScript Python JavaScript)
• Automation focus: Track record building workflow automation and productivity tools
• API integration: Experience integrating enterprise systems and managing data pipelines
• Stakeholder partnership: Comfort working with non-technical stakeholders to translate business needs into technical solutions
• Hands-on leadership: Ability to code and architect solutions while managing a small team

Preferred Background

• Cloudflare platform experience: Workers Durable Objects or other Cloudflare developer tools (strongly preferred)
• Support operations domain: Experience with support ticketing systems (Salesforce Service Cloud Zendesk) and agent workflows
• AI/ML integration: Experience integrating AI capabilities into operational workflows
• Enterprise B2B: Experience with SaaS platforms high-availability systems and security requirements
• Product mindset: Comfort designing solutions vs executing detailed tickets

Leadership Qualities

• Solution-oriented: See past problem statements to design creative technical solutions
• Communication: Translate complex technical decisions into business value for stakeholders
• Prioritization: Ability to focus on high-impact work vs scattered small initiatives
• Execution: Track record of shipping production systems on aggressive timelines
• Team development: Experience coaching engineers and growing technical capabilities

Why This Role Matters

Operational Impact

• Your systems directly affect how 150 support agents serve thousands of customers daily
• Automation and AI workflows multiply agent productivity and improve customer experience
• Platform reliability and performance directly impact support SLAs and escalations

Technical Challenge

• Complex Salesforce customization and integration problems
• Real-time data pipeline and workflow orchestration at scale
• Cutting-edge AI agent integration into operational workflows
• Balance between technical excellence and rapid delivery

Strategic Opportunity

• Ground floor of Cloudflares AI-first support transformation
• Define how support technology and AI agents work together
• Create reference architecture for support operations automation
• Growth path to broader support technology leadership

Team & Culture

• Small high-impact team where your work is immediately visible
• Direct partnership with VP and executive stakeholders
• Autonomy to design solutions and set technical direction
• Culture of execution experimentation and continuous improvement

Ready to Power World-Class Support Operations

Were transforming how support organizations leverage automation and AI to deliver exceptional customer experiences. If youre excited to build the systems that make support teams faster smarter and more effective we want to hear from you.

Apply now to join the team building the future of support operations technology.

Cloudflare is an equal opportunity employer committed to diversity and inclusion.

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.