Technical Account Manager

Responsibilities

• Serve as primary technical support contact for Cloudflare’s top Enterprise customers.
• Maintain cooperative relationships with cross-functional resources including product, engineering, customer account teams (Account Executives, Customer Success, Professional Services, and Partners).
• Collaborate with Account Team, Engineering, and Product to ensure high customer satisfaction through world-class dedicated support.
• Provide product and engineering teams with customer feedback to identify support challenges and opportunities.
• Maintain a holistic view of customer’s environment and Cloudflare product usage, including deployment topology, expert resolution for support issues, and proactive advice for improvements.
• Create and deliver Quarterly Support Reviews including SLA adherence, top ticket drivers, ticket deep dives, and incident reviews.
• Proactively engage with the account team during strategic deal closure and throughout the customer lifecycle.
• Act as point of escalation during business hours and backup for other regions.
• Understand client sentiment, own escalations, and provide product support.
• Ensure support tickets are solved timely.
• Maintain and expand technical knowledge of Cloudflare products.
• Own technical support issues end-to-end, working with backend teams as needed.
• Work with global TAMs for coverage on critical issues.
• Ensure rapid incident response.
• Assist with preparing and communicating CSRs and formal documentation for incidents.

Requirements

• Minimum 8 years of previous experience in a customer-facing team with technical account management responsibilities.
• 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 and multi-vendor environments & data center deployments.
• Basic troubleshooting skills (e.g. traceroute, WireShark, dig, cURL, etc.).
• Business acumen for working with Fortune 500 companies and their leadership teams.
• Fundamental understanding of how the Internet works (OSI Model, Application and Network security, proxies).
• Passionate about Cloudflare products, helping customers, and building strong relationships.
• Ability to travel up to 25% of the time.
• Ability to work one weekend every quarter.

Nice-to-Haves

• TAMs specializing in Network Services will work closely with customers to optimize Cloudflare configurations.