Manager, Escalation Engineer

Location: London UK or Lisbon PT 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 Escalations Engineering Manager at Cloudflare you will:
Provide World-Class Support to our Millions of Customers - You will help the team respond to highly critical and/or complex problems which get escalated beyond the normal customer support processes. You will also be the bridge between our customers, support teams, and engineering teams.
Manage Escalation Engineers - You will 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 Escalation 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 - You 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 - You will work with other teams to guide projects that help the support team, customers and the company. You 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 3 years of team lead or management experience, with teams of 4 or more people.
• Experience managing performance and development.
• Strong experience at hiring, coaching, and training Escalation Engineers.
• Experience managing a team to meet and exceed their individual, team, and company goals.
• 5 years (or more) of prior technical support experience for SaaS/PaaS enterprise solutions.
• Fundamental understanding how the Internet works (OSI Model).
• Knowledge of DNS, SSL/TLS, HTTP, and network related concepts.
• Familiarity with command line and command line tools including curl, dig, traceroute.
• Experience providing global support that follows the sun 24x7x365.
• You have strong communication skills, both verbal and written.
• Past experience or interest in working at a fast-paced and high-growth company.
• Ability and willingness to work occasional weekends, holidays, and after hours