Note: The job is a remote job and is open to candidates in USA. Cloudflare is on a mission to help build a better Internet, running one of the world’s largest networks that powers millions of websites and other Internet properties. They are seeking a Technical Account Manager to serve as a trusted advisor to their top Enterprise customers, providing high-touch technical guidance and operational support while enhancing customer satisfaction and driving product improvement.
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
Skills
- 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
- 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
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