Posted:
11/25/2024, 9:34:32 AM
Location(s):
North Rhine-Westphalia, Germany ⋅ England, United Kingdom ⋅ Texas, United States ⋅ Austin, Texas, United States ⋅ San Francisco, California, United States ⋅ Witten, North Rhine-Westphalia, Germany ⋅ California, United States ⋅ London, England, United Kingdom ⋅ Lisbon, Portugal
Experience Level(s):
Senior
Field(s):
Software Engineering
Workplace Type:
Hybrid
Pay:
$110/hr or $228,800 total comp
At Cloudflare, we are on a mission to help build a better Internet. Today the company runs one of the world’s largest networks that powers millions of websites and other Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by Cloudflare all have web traffic routed through its intelligent global network, which gets smarter with every request. As a result, they see significant improvement in performance and a decrease in spam and other attacks. Cloudflare was named to Entrepreneur Magazine’s Top Company Cultures list and ranked among the World’s Most Innovative Companies by Fast Company.
We realize people do not fit into neat boxes. We are looking for curious and empathetic individuals who are committed to developing themselves and learning new skills, and we are ready to help you do that. We cannot complete our mission without building a diverse and inclusive team. We hire the best people based on an evaluation of their potential and support them throughout their time at Cloudflare. Come join us!
Available Locations: Lisbon, Portugal; London, UK; Austin, TX; San Francisco, CA
About the Department
The Cloudflare Customer Support Team solves complicated problems and answers technical inquiries via phone, email, chat, and social media. Whether it is a blogger using our free services or a global 2000, large enterprise business with petabytes of web traffic, our team is always eager to assist. At Cloudflare, our Global Customer Support organization works directly with customers to ensure a world-class level of technical support for all our products and services. 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 - to help build a better service and future product development.
What you'll do
The Senior Director of Escalation Engineering will manage the highly technical Escalation Engineering team in Support, a global team that performs deep, technical troubleshooting for complex, escalated issues. This role owns the standard customer escalation process, critical escalation flows, escalation metrics and tracking, and works with all Product and Engineering teams to identify product bugs, network problems, and platform issues. Their global team acts as an escalation point and owner for many escalations per month: isolates, replicates and resolves problems while making the product and company better based on their learnings.
As the leader of our Escalation Engineering (EE) team, you will manage the global level 3/4 EE team and have direct input on improving all of our escalation processes including customer escalations, executive escalations, and monitored accounts. You will be responsible for ensuring the success of our customers by investing in the development of highly productive Escalation Engineers, highly efficient processes, and world-class tools and services. In addition you are part of the Support organization’s senior leadership team building strategy to provide our customers an outstanding customer experience. You will bring strong relationship-building experience, deep technical and product knowledge, project management and organizational skills, as well as a high degree of empathy to ensure all customers’ satisfaction with Cloudflare’s services.
Your responsibilities will include:
Examples of desirable skills, knowledge and experience:
What Makes Cloudflare Special?
We’re not just a highly ambitious, large-scale technology company. We’re 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: We equip politically and artistically important organizations and journalists with powerful tools to defend themselves against attacks that would otherwise censor their work, technology already used by Cloudflare’s enterprise customers--at no cost.
Athenian Project: We created 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.
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. Here’s the deal - we don’t 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 you’d like to be a part of? We’d 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 person's, 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 [email protected] or via mail at 101 Townsend St. San Francisco, CA 94107.
Website: http://www.cloudflare.com/
Headquarter Location: San Francisco, California, United States
Employee Count: 501-1000
Year Founded: 2009
IPO Status: Public
Last Funding Type: Series E
Industries: Analytics ⋅ Enterprise Software ⋅ Security ⋅ Web Hosting