Engineering Manager, Support Operations

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 automationIntegration: REST/GraphQL APIs, Salesforce Service Cloud, internal systemsAI Workflows: Workers AI, agent orchestration, real‑time event processingDevelopment: 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 Preferred Background Cloudflare platform experience: Workers, Durable Objects, or other Cloudflare developer tools (strongly preferred) Support operations domain: Experience with support ticketing systems (Salesforce Service Cloud, Zendesk) and agent workflows AI/ML integration: Experience integrating AI capabilities into operational workflows Enterprise B2B: Experience with SaaS platforms, high‑availability systems, and security requirements Product mindset: Comfort designing solutions vs executing detailed tickets Leadership Qualities Solution‑oriented: See past problem statements to design creative technical solutions Communication: Translate complex technical decisions into business value for stakeholders Prioritization: Ability to focus on high‑impact work vs scattered small initiatives Execution: Track record of shipping production systems on aggressive timelines Team development: Experience coaching engineers and growing technical capabilities Why This Role Matters Operational Impact Your systems directly affect how 150+ support agents serve thousands of customers daily Automation and AI workflows multiply agent productivity and improve customer experience Platform reliability and performance directly impact support SLAs and escalations Technical Challenge Complex Salesforce customization and integration problems Real‑time data pipeline and workflow orchestration at scale Cutting‑edge AI agent integration into operational workflows Balance between technical excellence and rapid delivery Strategic Opportunity Ground floor of Cloudflare's AI‑first support transformation Define how support technology and AI agents work together Create reference architecture for support operations automation Growth path to broader support technology leadership Team & Culture Small, high‑impact team where your work is immediately visible Direct partnership with VP and executive stakeholders Autonomy to design solutions and set technical direction Culture of execution, experimentation, and continuous improvement Ready to Power World‑Class Support Operations? We're transforming how support organizations leverage automation and AI to deliver exceptional customer experiences. If you're excited to build the systems that make support teams faster, smarter, and more effective, we want to hear from you. Apply now to join the team building the future of support operations technology. Cloudflare is an equal opportunity employer committed to diversity and inclusion. 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: Since 2014, we've equipped more than 2,400 journalism and civil society organizations in 111 countries 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: In 2017, we created the 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. Since the project, we've provided services to more than 425 local government election websites in 33 states. 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 or via mail at 101 Townsend St. San Francisco, CA 94107. #J-18808-Ljbffr