# Technical Account Manager

**Company:** [Cloudflare](https://hotfix.jobs/companies/cloudflare)
**Location:** New York, NY, New Jersey, Washington, Washington, DC, California
**Role:** Customer Success
**Salary:** $124k – $168k/yr
**Experience:** 8+ years
**Skills:** BGP, Ospf, Ipsec, Gre, Firewall, Ips, Ddos, Wireshark, Traceroute, Dig, Curl, Osi Model, Network Security
**Posted:** 2026-06-30

> Technical Account Manager owning post-sales support for Cloudflare's top Enterprise customers. Primary technical contact managing escalations, delivering Quarterly Support Reviews, ensuring high satisfaction, and advocating for customer needs. Requires 8+ years customer-facing technical account management experience and strong networking/security knowledge.

## Job Description

## 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.

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