Senior Technical Account Manager

As a Technical Account Manager, you will own the post-sales support experience for Cloudflare’s largest Enterprise customers, ensuring smooth operations and proactive technical guidance. As the primary technical point of contact, you will manage support interactions, troubleshoot issues, drive escalations, and advocate for customer needs. You will act as an architectural governance partner, continuously mapping customer environments against industry best practices and Cloudflare's Well-Architected framework. By proactively identifying security gaps, single points of failure, and performance bottlenecks, you will prevent incidents before they impact production. Working closely with Account Teams, Product, Engineering, and partnering with Customer Support, you will align technical solutions with customer roadmaps and business objectives. This role requires a mix of technical expertise, customer service excellence, and strategic problem-solving to ensure high customer satisfaction and retention.

• Serve as the primary technical support contact for assigned Enterprise customers.
• Build and maintain strong cross-functional relationships with Product, Engineering, Account Executives, Professional Services, and Partners to support every phase of the customer journey.
• Leverage AI-driven tools and workflows to optimize daily operations, including incident summarization, case prioritization, and automated handover documentation, to increase team productivity and focus on strategic customer advocacy.
• Collaborate with internal teams to ensure high customer satisfaction, delivering world-class technical support and advocacy.
• Provide actionable customer feedback to Product and Engineering teams to help shape product improvements.
• Maintain a comprehensive understanding of customer environments and Cloudflare deployments, ensuring proactive issue resolution and long-term optimizations.
• Develop and maintain a rolling Technical Risk & Gap Register for each enterprise account, tracking architectural drift, legacy configurations, and emerging security threats, while prioritizing remediation paths with customer stakeholders.
• Conduct Quarterly Support Reviews, including SLA adherence, incident reviews, and deep-dive analysis of top ticket drivers, as well reviewing future-state resilience, capacity planning, and proactive feature adoption.
• Act as a point of escalation during business hours and provide backup support for global TAMs in other time zones.
• Partner with the account team to drive strategic customer engagements, including technical planning, roadmap alignment, and incident response.
• Partner with Cloudflare’s Threat Intelligence and Product teams to proactively evaluate customer environments against newly discovered vulnerabilities (Zero-Days, emerging DDoS vectors), ensuring defensive configurations are deployed ahead of potential exploits.
• Ensure timely resolution of support tickets, working with backend teams as needed.
• Establish continuous drift-detection workflows to ensure customer configurations don't deviate from established security baselines, compliance standards, or optimal performance thresholds.
• Travel up to 25% of the time to support customer engagements.
• Ability to work one weekend per month.
• Utilize AI-powered analytics to conduct proactive configuration health checks and architectural reviews, identifying systemic risks and providing strategic infrastructure optimization recommendations.
• Streamline the creation of technical documentation—including HLDs, LLDs, and post-incident reports—by leveraging AI workflows to ingest and summarize technical data, ensuring consistent, high-quality deliverables.
• Deploy AI-assisted incident management tools to enhance communication precision, including real-time impact assessment, automated status updates, and rapid synthesis of complex technical event details.

• Strong understanding of networking concepts, including Layer 7 technologies and routing protocols such as BGP, OSPF, IPSec, and GRE.
• Experience with security technologies (Firewalls, IPS, DDoS mitigation, WAF).
• Knowledge of system integration, multi-vendor environments, and data center deployments.
• Proficiency in diagnostic and troubleshooting tools (traceroute, WireShark, dig, cURL).
• Familiarity with the OSI Model, proxies, application & network security.
• Passion for Cloudflare’s products and a strong desire to help customers succeed.
• Minimum 8 years of experience in a customer-facing, technical support, or account management role.
• Proven ability to work with Fortune 500 companies and senior leadership.
• Strong problem-solving skills, ability to work independently, and handle multiple priorities.

For Seattle based hires: Estimated annual salary of $126,000 - $158,000. For Denver based hires: Estimated annual salary of $114,000 - $143,000. This role is eligible to participate in Cloudflare’s equity plan.

• Medical/Rx Insurance
• Dental Insurance
• Vision Insurance
• Flexible Spending Accounts
• Commuter Spending Accounts
• Fertility & Family Forming Benefits
• On-demand mental health support and Employee Assistance Program
• Global Travel Medical Insurance
• Short and Long Term Disability Insurance
• Life & Accident Insurance
• 401(k) Retirement Savings Plan
• Employee Stock Participation Plan
• Flexible paid time off covering vacation and sick leave
• Leave programs, including parental, pregnancy health, medical, and bereavement leave