Engineering Manager, Support Operations

About Us

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! 

Engineering Manager, Support Operations 

Location: Austin, TX

The Role

Lead the engineering team that powers Cloudflare's support operations through intelligent automation, workflow optimization, and system integration. This is a hands-on engineering management role focused on delivering high-impact tools that transform how our global support organization serves customers.

You'll own the technical systems that drive our support workflows: Salesforce Service Cloud customization, custom automation tools, AI-powered support workflows, and integration across our support technology stack. Your team builds the infrastructure that enables our support agents to work faster, smarter, and with higher quality.

What You'll Own

Salesforce Service Cloud Platform

• Custom object and field management for support workflows
• Automation rules, process flows, and case routing logic
• Integration with internal Cloudflare systems and APIs
• Performance optimization and technical debt management

Support Automation & AI Workflows

• Custom automation tools that streamline repetitive support tasks
• AI agent integration and workflow orchestration
• Case triage, routing, and escalation automation
• Agent productivity tools and workflow enhancements
• Integration with AI Support Agent platform

System Integration & Data Pipeline

• API integrations connecting support tools to internal systems
• Data pipeline management for reporting and analytics
• Real-time sync between Salesforce and other platforms
• Authentication, security, and access control systems
• Monitoring, alerting, and operational excellence

Engineering Partnership

• Close collaboration with IT team on Salesforce platform strategy
• Partnership with Agent Engineering team on AI workflow integration
• Stakeholder management with support operations, analytics, and leadership teams
• Requirements translation from business needs to technical solutions
• Roadmap planning and delivery execution

Technical Environment

Primary Stack: Cloudflare platform (Workers, Durable Objects, D1, KV, Vectorize)
Automation: Custom tooling (Python, TypeScript/JavaScript), workflow automation
Integration: REST/GraphQL APIs, Salesforce Service Cloud, internal systems
AI Workflows: Workers AI, agent orchestration, real-time event processing
Development: Modern CI/CD, monitoring and observability tools

Who You Are

Required Experience

• 5+ years as an Engineering Manager or Senior Engineer leading technical teams
• Full-stack engineering: Strong coding ability in modern languages (TypeScript, Python, JavaScript)
• Automation focus: Track record building workflow automation and productivity tools
• API integration: Experience integrating enterprise systems and managing data pipelines
• Stakeholder partnership: Comfort working with non-technical stakeholders to translate business needs into technical solutions
• Hands-on leadership: Ability to code and architect solutions while managing a small team

Preferr