About the Department
The Cloudflare Technical Support organization is the front line for our customers and developers, solving complex technical problems and answering questions across email, chat, phone, and other channels. We support everyone from individual developers building their first application to large enterprises running mission-critical workloads at global scale.
The Developer Platform Support team is a newly formed, specialized function focused on supporting Cloudflare’s developer-facing products and platforms. This team partners closely with Engineering and Product to help developers build, deploy, and operate applications successfully, while also acting as a critical feedback loop to improve platform reliability, usability, and developer experience.
About the Role
As Manager, Technical Support – Developer Platform, you will build, lead, and scale a team of highly technical Support Engineers who support Cloudflare’s developer ecosystem. This is a hands-on leadership role requiring strong technical depth, operational rigor, and the ability to operate in ambiguity as the team, scope, and processes are being established.
You will balance people leadership, operational excellence, and technical credibility, while shaping how developer-focused support is delivered across a global, follow-the-sun model.
What You’ll Do
Build and Scale a New Support Function
- Hire, onboard, and develop a new team of Developer Platform Support Engineers.
- Define team structure, skill expectations, and onboarding paths for a developer-focused support motion.
- Establish clear operating models, escalation paths, and engagement patterns with Engineering and Product.
- Help shape what “great” developer support looks like at Cloudflare.
Drive Operational Excellence
- Own day-to-day operations, ensuring performance against SLAs, KPIs, backlog health, and customer experience metrics.
- Ensure effective global handovers and consistent support quality across regions and time zones.
- Partner with Workforce Management to ensure appropriate coverage and capacity planning.
Lead and Develop a High-Performing Team
- Coach and mentor engineers with strong technical backgrounds, helping them grow in troubleshooting depth, communication, and ownership.
- Conduct regular 1:1s, performance reviews, and development planning.
- Foster a culture of learning, experimentation, and customer-centric problem solving.
- Lead by example in managing difficult situations, guiding technical investigations, and resolving escalations.
Handle and Prevent Escalations
- Act as an escalation point for complex or high-severity developer issues.
- Coordinate with Engineering, Product, and Incident Response teams to drive timely resolution.
- Lead or contribute to root cause analysis and post-incident reviews.
- Oversee the creation of clear, high-quality customer-facing reports and technical explanations.
Elevate Technical Excellence
- Provide technical leadership on complex issues involving APIs, developer tooling, runtime environments, and distributed systems.
- Guide engineers through deep technical investigations, debugging, and architectural discussions.
- Contribute to internal documentation, troubleshooting guides, and best practices for developer support.
- Drive continuous improvement in tooling, automation, and self-service capabilities for developers.
Collaborate Cross-Functionally
- Partner closely with Engineering and Product teams to surface recurring issues and influence platform improvements.
- Represent developer feedback and support insights in internal reviews and planning forums.
- Participate in or lead initiatives that improve developer experience, support scalability, and operational efficiency.
- Communicate complex technical topics clearly to a wide range of audiences, from developers to senior leadership.
What You’ll Bring
- 5+ years of experience in technical support, operations, or engineering-adjacent roles within a SaaS, PaaS, or cloud environment.
- 3+ years of people management experience leading technical teams in a global or multi-regional setup.
- Strong technical foundation, including experience with:
- Web application development, ideally full-stack using modern JavaScript frameworks (React, Vue, Node.js, etc).
- APIs, SDKs, authentication, and developer tooling
- Internet technologies (HTTP/S, DNS, TLS, networking fundamentals)
- Familiarity with the major cloud providers (AWS, GCP, Azure) and common cloud services.
- Strong understanding of developer workflows and related tools (including version control, CI/CD, package managers).
- Comfort working with logs, diagnostics and troubleshooting tools.
- Experience operating in a 24x7 support environment and managing escalations.
- Strong written and verbal communication skills; able to explain complex concepts clearly and concisely.
- A data-driven mindset with experience using metrics to guide decisions and improvements.
- Passion for building teams, developing people, and creating scalable support models.
Bonus Points
- Prior experience supporting developer platforms, serverless, or application runtime environments.
- Experience working closely with Engineering teams in fast-moving or ambiguous environments.
- Experience building or deploying applications on Cloudflare Workers.
- Understanding of distributed systems and serverless architecture.
- Familiarity with relational and non-relational databases.
- Experience in start-up or hyper-growth environments.
Why Join Us
This role offers a unique opportunity to build and shape a new Developer Platform Support function from the ground up. You’ll have meaningful influence over how Cloudflare supports developers globally, while working closely with world-class engineers and product teams. If you’re excited by technical depth, people leadership, and building something new, this role offers both impact and growth.
