Technical Account Manager

Cloudflare is seeking a Technical Account Manager (TAM) to own the post-contract support experience for top Enterprise customers. As the primary technical contact, the TAM manages support interactions, escalations, and proactively advocates for customer needs, collaborating with Customer Success and Account teams. This role requires strong customer service, leadership, and problem-solving skills, along with a solid understanding of Layer 3 and 4 networking. TAMs specializing in Network Services work closely with customers to optimize their Cloudflare configurations and address key support needs.

• Serve as primary technical support contact.
• Maintain cooperative relationships with cross-functional resources including product, engineering, and account teams.
• Collaborate with Account Team, Engineering, and Product to ensure high customer satisfaction.
• Provide product and engineering teams with customer feedback to identify support challenges and opportunities.
• Maintain a holistic view of customer’s environment and use of Cloudflare products.
• Create and deliver Quarterly Support Reviews including SLA adherence, top ticket drivers, ticket deep dives, and incident reviews.
• Ability to travel up to 25% of the time and work one weekend every quarter.
• Proactively engage with account team during strategic deal closure and throughout customer lifecycle.
• Point of escalation during business hours and backup for other regions.
• Ensure support tickets are solved timely and maintain technical knowledge of Cloudflare products.
• Work with global TAMs to ensure coverage on critical issues and ensure rapid incident response.
• Assist with preparing and communicating CSRs and formal documentation for incidents.

• Understanding of networking and routing protocols (BGP, OSPF, IPSec, GRE, etc.).
• Experience in security products and technologies (e.g., Firewall, IPS, DDoS).
• Experience in system integration, multi-vendor environments, and data center deployments.
• Basic troubleshooting skills (e.g., traceroute, WireShark, dig, cURL).
• Minimum 8 years of previous experience in a customer-facing team with technical account management responsibilities.
• Business acumen working with Fortune 500 companies and their leadership.
• Fundamental understanding of how the Internet works, including OSI Model, Application and Network security, and proxies.

Estimated annual salary of $124,000–168,000 for New York City, New Jersey, Washington, Washington D.C., and California (excluding Bay Area) based hires. Eligible for Cloudflare’s equity plan. Benefits include medical, dental, vision insurance, flexible spending accounts, commuter spending accounts, fertility and family forming benefits, on-demand mental health support, employee assistance program, global travel medical insurance, short and long term disability, life and accident insurance, 401(k) retirement savings plan, employee stock participation plan, flexible paid time off, and leave programs including parental, pregnancy health, medical, and bereavement leave.

Apply through the provided Greenhouse link.