Technical Support Analyst providing tier - 2 support for desktop technology at Finning Canada. Collaborating with teams to ensure high - quality service for technical issues.
About the role
- Manager leading a technical support team for Cloudflare's developer platform. Focusing on enhancing developer experience and operational excellence internationally.
Responsibilities
- 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.
- Own day-to-day operations, ensuring performance against SLAs, KPIs, backlog health, and customer experience metrics.
- Coach and mentor engineers with strong technical backgrounds, helping them grow in troubleshooting depth, communication, and ownership.
- Act as an escalation point for complex or high-severity developer issues.
- Provide technical leadership on complex issues involving APIs, developer tooling, runtime environments, and distributed systems.
Requirements
- 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.
Benefits
- Health insurance
- Flexible work arrangements
- Professional development
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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