# Senior Technical Account Manager

**Company:** [Cloudflare](https://hotfix.jobs/companies/cloudflare)
**Location:** Austin, TX, Seattle, WA, Denver, CO
**Role:** Support Engineering
**Salary:** $114k – $158k/yr
**Experience:** 8+ years
**Skills:** BGP, Ospf, Ipsec, Gre, Firewalls, Ips, Ddos Mitigation, Waf, Wireshark, Traceroute, Osi Model, Cloudflare, AI Tools
**Posted:** 2026-06-30

> Own post-sales technical support and architectural governance for Cloudflare's largest Enterprise customers. Serve as primary technical contact, proactively identify risks using AI tools, conduct reviews, drive resolutions, and advocate for customer needs with 8+ years customer-facing technical experience.

## Job Description

## 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.

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