Provide first level IT support for Atlantic Health System staff and customers. Document incidents, resolve requests, and collaborate with team members for effective support.
About the role
- Manager leading technical support team at Cloudflare. Ensuring operational excellence, team development, and customer satisfaction in a hybrid work environment.
Responsibilities
- Own and monitor daily operations, ensuring adherence to SLAs, KPIs, and performance metrics (response time, resolution time, customer satisfaction, backlog health, etc.).
- Analyze support trends and data to identify process gaps, improve efficiency, and implement scalable solutions.
- Ensure consistent global handover quality and follow-the-sun support across regions.
- Maintain appropriate staffing levels through workforce management and shift coverage.
- Manage, coach, and mentor Support Engineers to achieve their potential and elevate technical excellence.
- Conduct regular 1:1s, performance reviews, and skill assessments; build individual development and training plans.
- Act as the escalation point for critical incidents (P1/P2), ensuring prompt response, coordination, and resolution.
- Partner closely with Engineering, Product, and Incident Response teams to drive root cause analysis and post-incident reviews.
- Collaborate with Engineering, Product Management, and Customer Success to surface recurring issues and influence product improvements.
Requirements
- 5+ years of experience in technical support or operations within a SaaS, PaaS, or cloud-based enterprise environment.
- 3+ years of people management experience leading technical teams of 5+ engineers across multiple locations.
- Proven record of meeting or exceeding operational KPIs and driving continuous improvement.
- Strong technical foundation with deep understanding of:
- Internet technologies: DNS, SSL/TLS, HTTP/S, TCP/IP, networking layers (OSI model)
- Troubleshooting tools: curl, dig, traceroute, nslookup, tcpdump, logs, and API diagnostics
- Experience with Linux command line, scripting, or automation tools is a plus.
- Experience managing 24x7 global support operations and incident escalation frameworks.
- Exceptional communication and stakeholder management skills; able to translate technical issues into business impact.
- A data-driven mindset: confident using metrics to guide performance, planning, and process improvements.
- Passion for developing people, scaling teams, and creating a culture of excellence.
Benefits
- Competitive salary
- Health, dental, and vision insurance
- 401(k) retirement plan
- Paid time off
- Flexible work arrangements
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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