Customer Solutions Engineering Manager

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! 

What you’ll do as a Customer Solutions Engineering Manager

Customer Solutions Engineers (CSE), are our customers trusted technical advisors. They are our product experts, leveraging their knowledge to ensure our enterprise customers understand and utilize the Cloudflare platform to its fullest extent. Their goal is to help customers be successful and derive the most value possible from their Cloudflare investment.

You are the team enabler, point of reference and coach. You will work closely with our Enterprise customers by shadowing and improving your team’s technical expertise. You will take care of new team members and you will ensure work loads are equally distributed within the team. You are personable and can provide constructive feedback when necessary. You will help escalate and identify issues quickly and efficiently and you will work with the other team leads and the global head to ensure proper regional & cross-regional coordination.

To aid your team, you will work closely with every team at Cloudflare, from Sales and Product, through to Engineering and Customer Support. Your goal of customer success should drive you through the entire organization as you seek out and advise your team on how to create scalable solutions for your customers needs.

Examples of desirable skills, knowledge, experience and goals

Our Customer Solutions Engineers come from a wide range of backgrounds: financial consulting, engineering, software development, product management, customer support & project delivery. We're serious about building a diverse team. When hiring we look for diversity of experience combined with genuine curiosity for our technology.

Ultimately, you are passionate about technology, have the ability to explain complex technical concepts in easy-to-understand terms and you like coaching and teaching. You are naturally curious and an avid builder who is not afraid to get your hands dirty. On the Customer Solutions Engineering team, you will find a collaborative environment where everyone brings different strengths and jumps in to help each other.  You will be an integral part of driving that culture.

Requirements

The Customer Solutions Engineer Manager role has the same requirements as the Customer Solutions Engineering role with the following additions:

• 8+ years of experience leading technical teams, with proven coaching, leadership skills in team management.
• Demonstrable experience in understanding and solving escalations, team issues or other management related scenarios.

Inter-Team Goals

• Cultivate cross team/office/region coordination, keep us all connected as one team.
• Facilitate knowledge transfer between teams.  Ensure the team learns from the great ideas of single team members.  Ensure mistakes are not repeated within the team.
• Develop strong relationships outside of CSE organization to aid in escalation of issues (product/support/engineering/special projects/marketing/legal/etc).
• Maintain strong communications with Sales and Customer Success leads.

Intra-Team Goals

• Keep the pulse of the team: who is happy, productive, performing. Know each member’s strengths and how they would each like to develop.
• Exemplify and cultivate positive culture traits.
• Provide support and confidence to team members.
• Cultivate a very open communication environment. Criticism is welcome and appreciated.
• Maintain a culture of independence amongst team members whilst offering advice when appropriate.

Personal Goals

• Maintain trust and