Engineering Manager, Support Operations

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

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.