Justin Cadbury Wong

Technical Program Manager · Supportability · Customer Experience

I make technical products easier to support.

I spent five years improving Cloudflare One / Zero Trust supportability by connecting customer pain, support operations, product readiness, documentation, tooling, and engineering feedback loops.

Explore impact Recruiting contact

Measured Outcomes

Supportability work that moved customer-facing KPIs.

The strongest programs did more than process cases. They prevented contacts, reduced escalations, shortened resolution paths, and made technical products feel less opaque to customers.

Case Studies

The work beneath the metrics.

These stories are intentionally anonymized and stripped of internal identifiers, customer names, unreleased details, and private tooling links.

01

Customer Friction

Turning repeated escalations into supportable product systems

Complex Zero Trust issues often arrived as urgent, high-touch cases because the failure modes were hard for customers and support teams to interpret. I used escalation patterns, case taxonomy, and technical troubleshooting gaps to identify what needed clearer diagnostics, better public docs, stronger runbooks, or product changes.

Reduced escalations, faster resolution paths, and clearer feedback loops for Product and Engineering.

02

Launch Readiness

Making technical product launches easier to support

For hundreds of launches, I evaluated whether Support had the context, troubleshooting steps, escalation paths, customer-facing language, and taxonomy needed before customers felt the rough edges.

Support readiness became a launch quality signal, not an afterthought.

03

Self-Service

Moving answers closer to customers

I converted internal troubleshooting knowledge into safer public guidance where appropriate, including centralized Cloudflare One support content, product-specific troubleshooting paths, and clearer diagnostic collection steps.

More customers could resolve issues without waiting for a case, while Support received better initial context when help was needed.

04

Operational Intelligence

Making case data useful for decisions

I maintained and evolved Zero Trust taxonomy so support cases could reveal product pain, documentation gaps, training needs, and high-friction workflows rather than becoming a pile of disconnected tickets.

Leaders could see patterns, prioritize fixes, and measure whether supportability work was moving customer outcomes.

How I Operate

A TPM bridge between customer reality and product execution.

My work sits at the intersection of technical support, product operations, engineering execution, launch readiness, and customer education. I’m strongest when ambiguity is high and the system has to become measurable.

Supportability strategyTechnical launch readinessIncident and escalation pattern analysisCustomer self-service designDocs and runbook programsCase taxonomy and operational metricsCross-functional Product / Eng / Support ritualsInternal tooling and AI-assisted support workflows

2018-2026

Eight years of supportability growth.

  1. Technical Support Engineer resolving complex networking issues across DNS, SSL/TLS, CDN, and L3/L4 infrastructure. Managed escalations end-to-end, partnered with Engineering on root-cause analysis, and mentored 10+ team members — building the foundation of product and support knowledge that later defined Zero Trust supportability programs.

  2. Built the foundation: runbooks, docs fixes, support scope, macros, onboarding improvements, and early Zero Trust supportability programs.

  3. Scaled GTM readiness, self-help flows, category hygiene, and recurring product/support collaboration for rapidly expanding technical surfaces.

  4. Deepened operational intelligence across taxonomy, tooling needs, product feedback, and support readiness for Cloudflare One growth.

  5. Focused on KPI movement: escalation reduction, contact prevention, support enablement, centralized troubleshooting, AI-assisted workflows, and executive reporting.

Beyond Work

I build systems because I’m curious about how life works.

The same instincts that help me untangle product operations show up in my kitchen, garage, travel notes, and weekend projects. I like making useful things, then improving them through real use.

Epicer

A Rails 8 + Hotwire recipe system I built for my own kitchen: URL import, OCR from cookbook photos, tags, search, ratings, notes, serving scaling, uploads, and print-friendly cooking. Self-hosted behind Cloudflare Tunnel.

Photos

A Rails 8 + Hotwire app I built to organize old photos not saved to the cloud: tagging, search, albums, and local-first storage. Self-hosted behind Cloudflare Tunnel.

COVID-Informed

Collaborated with UCSF faculty on an NIH-funded RADx-UP study delivering culturally and linguistically appropriate COVID-19 education to Chinese, Hmong, and Vietnamese communities across California. Co-authored findings published in the American Journal of Public Health.

Maker

I cook most meals at home, brew beer, ferment pickles and kimchee, and make kombucha. Weekends are for hiking, car mods, home projects, and tinkering. I like understanding how things work by getting close enough to improve them.

Open to Opportunities

Let’s talk about technical programs that improve customer outcomes.

I’m exploring roles in Operations, Technical Program Management, and Program Management, especially around technical products, enterprise SaaS, security, infrastructure, and customer experience.

justincadburywong@gmail.com LinkedIn GitHub Resume