Supportability Engineer, Developer Platform

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.

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.

The Supportability Team is made up of product experts who partner with Product, Engineering, and Support leaders to reduce the friction that customers experience when using our products, and ensure that our Technical Support Engineers are able to support products efficiently.

Supportability Engineers are hands-on, technical subject matter experts who work cross-functionally across the Product, Engineering, and Customer Support teams. In this role, you will work with Cloudflare’s Developer Platform Products, building internal tools, documentation and processes that help developers and internal teams answer questions and debug problems.

• Enable customers to easily adopt and use our developer platform products by identifying usability issues and working closely with the Product and Engineering teams to unblock them.
• Regularly meet with the Product & Engineering teams for Developer Platform products, as well as front line technical support engineers to drive improvements to tooling, process, and product.
• Manage key Supportability metrics for specific Developer Platform products including contact rate, escalation rate, support efficiency, and product CSAT.
• Manage a top issues tracker for Developer Platform products.
• Using a metrics-driven approach, drive UX improvements that would prevent customers from needing to contact support.
• Work with the New Product Introduction (NPI) business function on Go-to-market (GTM) readiness efforts, monitoring Product roadmaps and release schedules, ensuring the team is prepared to support and launches.
• Help to enable team members on Developer Platform products.
• Support the creation and maintenance of internal and external facing Developer Platform support content.
• Review escalated customer inquiries to identify product and content needs, and to help Escalation Engineers, as well as Product and Engineering teams resolve complex customer issues.
• Maintain testing and issue reproduction environments.

• Demonstrated ability to work with data visualization and analytics platforms to generate insights and determine opportunities to impact key metrics.
• Experience building full-stack web applications in JavaScript.
• Experience working with databases.
• Experience with LLM prompting and a strong understanding of the underlying tech.
• Excellent debugging skills and ability to troubleshoot complex issues to resolution.
• Great cross-functional collaboration skills, ability to work effectively with many different teams.
• Strong verbal and written communication skills, including technical documentation.
• Self-motivated, can positively influence others, team player, problem solver.
• Technical Support or Product Operations experience.

• Expertise in Cloudflare’s Developer Platform products.
• Strong project and change management skills.
• Professional experience in a software engineering or developer advocacy role.

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.