Critical Escalations Manager

Posted Nov 23

About Us

At Cloudflare, we have our eyes set on an ambitious goal: to help build a better Internet. Today the company runs one of the world’s largest networks that powers approximately 25 million 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!

Critical Escalations Manager

About Us

At Cloudflare, we have our eyes set on an ambitious goal: to help build a better Internet. Today the company runs one of the world’s largest networks that powers trillions of requests per month. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by Cloudflare have all 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 recognized by the World Economic Forum as a Technology Pioneer and named to Entrepreneur Magazine’s Top Company Cultures list.

About the role:

As a Critical Escalations Manager at Cloudflare, you will play an integral role in ensuring an excellent customer experience by owning the resolution of issues and critical escalations that impact our most strategic customers. In this role, you will serve as a conduit between our customers, the global support delivery team and product and engineering teams to resolve our customers’ issues. As a founding member of this new team, you will also help shape processes and how we work. We’re looking for candidates who are not only interested in addressing immediate customer concerns, but also who are interested in proactively preventing these issues from happening in the first place.

Responsibilities:

Escalation handling

Act as the primary escalation point for our escalation engineering team for long-running and complex issues.
Assess and prioritize escalations based on the severity and potential customer impact.
Coordinate with product engineering and SRE teams to get long-running issues resolved.
Employ deep technical knowledge to understand the intricacies of these issues and work with cross-functional teams to prevent similar issues through customer and internal team training, documentation enhancements and supportability recommendations.

Root cause analysis and documentation

Conduct root cause analysis to identify underlying reasons for long-running problems.
Assist internal teams with report preparation.
Assist in building a knowledge base of long-running issues and resolutions.
Identify process improvement opportunities to prevent the recurrence of long-running issues.
Collaborate with Supportability to prioritize feature enhancements that address persistent customer issues.

Customer management

Work collaboratively with TAMs and Support Engineers to ensure that customers have frequent and meaningful updates during long running escalations.
Serve as a strong advocate for the customer, ensuring that their concerns are understood and addressed by all parties involved with the issues resolution.

Requirements:

Minimum 10 years previous experience in SRE, technical support, escalation engineering or related roles.
Strong problem solving skills and the ability to think critically and communicate under pressure.
Exceptional organizational and time management skills.
Strong conflict resolution skills.
Strong stakeholder management and communication experience.
A strong customer-centric mindset with a commitment to customer satisfaction.
Excellent oral and written communication skills.
Experience and ability to work with globally distributed teams.

Compensation

Compensation may be adjusted depending on work location.

For Colorado-based hires: Estimated annual salary of $156,000 - $190,000
For New York City, Washington, and California (excluding Bay Area) based hires: Estimated annual salary of $176,000 - $215,000
For Bay Area-based hires: Estimated annual salary of $185,000 - $226,000

Equity

This role is eligible to participate in Cloudflare’s equity plan.

Benefits

Cloudflare offers a complete package of benefits and programs to support you and your family. Our benefits programs can help you pay health care expenses, support caregiving, build capital for the future and make life a little easier and fun! The below is a description of our benefits for employees in the United States, and benefits may vary for employees based outside the U.S.

Health & Welfare Benefits

Medical/Rx Insurance
Dental Insurance
Vision Insurance
Flexible Spending Accounts
Commuter Spending Accounts
Fertility & Family Forming Benefits
On-demand mental health support and Employee Assistance Program
Global Travel Medical Insurance

Financial Benefits

Short and Long Term Disability Insurance
Life & Accident Insurance
401(k) Retirement Savings Plan
Employee Stock Participation Plan

Time Off

Flexible paid time off covering vacation and sick leave
Leave programs, including parental, pregnancy health, medical, and bereavement leave

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.

Path Forward Partnership: Since 2016, we have partnered with Path Forward, a nonprofit organization, to create 16-week positions for mid-career professionals who want to get back to the workplace after taking time off to care for a child, parent, or loved one.

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 hr@cloudflare.com or via mail at 101 Townsend St. San Francisco, CA 94107.