Technical Account Manager

Key Responsibilities

• Serve as the primary technical support and escalation contact for assigned Enterprise customers.
• Build trusted technical relationships with customer stakeholders, including technical teams, operational leaders, and senior executives.
• Collaborate with global Product, Engineering, Support, Customer Success, Account Teams, Professional Services, and Partners.
• Own and drive the post-sales technical support experience, ensuring timely, high-quality support outcomes.
• Troubleshoot complex technical issues across Cloudflare products and customer environments.
• Manage support interactions, drive escalations, coordinate internal response, and ensure clear customer communication during incidents.
• Provide clear written and verbal updates, including technical recommendations, incident summaries, escalation updates, RCA follow-ups, and post-incident reports.
• Maintain a comprehensive understanding of customer environments, architectures, and Cloudflare deployments to support proactive issue resolution and long-term optimization.
• Develop and maintain a rolling Technical Risk & Gap Register for each enterprise account, tracking architectural drift, legacy configurations, operational risks, and emerging security threats.
• Prioritize remediation plans with customer stakeholders and help customers align their environments with security, reliability, and performance best practices.
• Conduct Quarterly Support Reviews, including SLA adherence, incident reviews, ticket trend analysis, top support drivers, resilience planning, capacity planning, and proactive feature adoption.
• Partner with the account team to support strategic customer engagements, including technical planning, roadmap alignment, renewal support, and incident response.
• Provide actionable customer feedback to Product and Engineering teams to help shape product improvements.
• Partner with Cloudflare’s Threat Intelligence and Product teams to proactively evaluate customer environments against newly discovered vulnerabilities, zero-days, and emerging DDoS vectors.
• Ensure defensive configurations and recommended mitigations are deployed ahead of potential exploits where appropriate.
• Establish continuous drift-detection workflows to ensure customer configurations do not deviate from established security baselines, compliance standards, or optimal performance thresholds.
• Leverage AI-driven tools and workflows to optimize daily operations, including incident summarization, case prioritization, support trend analysis, and automated handover documentation.
• Utilize AI-powered analytics to conduct proactive configuration health checks and architectural reviews, identifying systemic risks and strategic infrastructure optimization opportunities.
• Streamline the creation of technical documentation, including HLDs, LLDs, technical recommendations, customer-facing summaries, and post-incident reports.
• Deploy AI-assisted incident management workflows to improve communication precision, including impact assessment, automated status updates, and rapid synthesis of complex technical event details.
• Act as a point of escalation during business hours and provide backup support for global TAMs in other time zones when required.
• Work one weekend per month as part of the TAM coverage model.
• Travel up to 25% of the time to support customer engagements.

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, including Firewalls, IPS, DDoS mitigation, WAF, and application security controls.
• Experience with cloud, SaaS, CDN, edge networking, or security platforms.
• Knowledge of system integration, multi-vendor environments, and data center deployments.
• Proficiency with diagnostic and troubleshooting tools, including traceroute, Wireshark, dig, cURL, logs, packet captures, and browser developer tools.
• Familiarity with the OSI Model, proxies, HTTP, DNS, TLS/SSL, application security, and network security.
• Ability to analyze complex technical issues, identify root causes, and provide practical remediation guidance.
• Passion for Cloudflare’s products and a strong desire to help customers succeed.

Customer & Business Acumen

• Minimum 8 years of experience in a customer-facing technical support, technical account management, solutions engineering, customer success engineering, or account management role.
• Proven ability to work with Enterprise and Fortune 500 customers.
• Strong executive communication skills, with the ability to explain complex technical issues clearly to both technical and non-technical stakeholders.
• Strong customer-facing written communication skills, including the ability to produce incident summaries, technical recommendations, executive updates, and post-incident follow-ups.
• Ability to manage multiple customer priorities, escalations, and internal workstreams at the same time.
• Strong problem-solving skills and ability to work independently in a fast-moving environment.
• Ability to influence cross-functional teams without direct authority.
• Strong ownership mindset, customer empathy, and commitment to delivering high-quality outcomes.