Cloudflare · 1 week ago
Supportability Engineer, Developer Platform
Austin, TX
Full-time
Hybrid
Mid LevelCloudflare is on a mission to help build a better Internet, operating one of the world’s largest networks. The Supportability Engineer will work cross-functionally with Product, Engineering, and Customer Support teams to improve supportability for Developer Platform products and enhance the customer experience.
AnalyticsEnterprise SoftwareSecurityWeb Hosting
Responsibilities
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
Qualification
Required
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
Preferred
Expertise in Cloudflare's Developer Platform products
Strong project and change management skills
Professional experience in a software engineering or developer advocacy role
Company
Cloudflare
Cloudflare is a web performance and security company that provides online services to protect and accelerate websites online.
Founded in 2009
1001-5000 employees
H1B Sponsorship
Cloudflare has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (117)
2024 (115)
2023 (66)
2022 (98)
2021 (83)
2020 (37)
Funding
Current Stage
Public CompanyTotal Funding
$2.08BKey Investors
Franklin TempletonFidelityUnion Square Ventures
2025-06-13Post Ipo Debt· $1.75B
2019-09-12IPO
2019-03-12Series E· $150M
Leadership Team
Matthew Prince
CEO & Co-Founder
Lee Holloway
Co-Founder & Lead Engineer
Recent News
2026-01-11
2026-01-11
2026-01-11
Company data provided by crunchbase