Senior Technical Account Manager

Key Responsibilities

• Serve as the primary technical support contact for assigned Enterprise customers.
• Build and maintain strong cross-functional relationships with Product, Engineering, Account Executives, Customer Success, Professional Services, and Partners.
• Leverage AI-driven tools and workflows to optimize daily operations, including incident summarization, case prioritization, and automated handover documentation.
• 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.
• Maintain a comprehensive understanding of customer environments and Cloudflare deployments for proactive issue resolution and optimizations.
• Develop and maintain a rolling Technical Risk & Gap Register for each enterprise account, tracking architectural drift, legacy configurations, and emerging security threats.
• Conduct Quarterly Support Reviews, including SLA adherence, incident reviews, top ticket drivers, resilience, capacity planning, and proactive feature adoption.
• Act as a point of escalation during business hours and provide backup support for global TAMs.
• Partner with the account team to drive strategic customer engagements, technical planning, roadmap alignment, and incident response.
• Partner with Threat Intelligence and Product teams to proactively evaluate customer environments against vulnerabilities.
• Ensure timely resolution of support tickets.
• Establish continuous drift-detection workflows for security baselines, compliance, and performance.
• Travel up to 25% of the time.
• Utilize AI-powered analytics for proactive configuration health checks and architectural reviews.
• Streamline creation of technical documentation using AI workflows.
• Deploy AI-assisted incident management tools.

What We’re Looking For

Technical Expertise

• 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.

Customer & Business Acumen

• 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.

Compensation

• Seattle based: $126,000 - $158,000
• Denver based: $114,000 - $143,000
• Eligible for equity plan.
• Comprehensive benefits including medical, dental, vision, 401(k), flexible PTO, parental leave, and more.