Senior Technical Account Manager (Austin, Seattle, Denver)

Cloudflare•San Francisco, CA

22h•Hybrid

About The Position

At Cloudflare, we are on a mission to help build a better Internet. Today the company runs one of the world’s largest networks that powers millions of websites and other Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by Cloudflare all have web traffic routed through its intelligent global network, which gets smarter with every request. As a result, they see significant improvement in performance and a decrease in spam and other attacks. Cloudflare was named to Entrepreneur Magazine’s Top Company Cultures list and ranked among the World’s Most Innovative Companies by Fast Company. At Cloudflare, we’re not looking for people who wait for a polished roadmap; we’re looking for the builders who see the cracks in the Internet that everyone else has simply learned to live with. We value candidates who have the instinct to spot a "normalized" problem and the AI-native curiosity to create a solution using the latest tools. Our culture is built on iteration, leveraging AI to ship faster today to make it better tomorrow, while ensuring that every improvement, no matter how small, is shared across the team to lift everyone up. If you’re the type of person who values curiosity over bureaucracy, and that AI is a partner in solving tough problems to keep the Internet moving forward, you’ll fit right in. Available Locations: Austin, Seattle, Denver About the Department The Technical Account Team plays a crucial role in ensuring a seamless experience for Cloudflare users, ranging from individual developers to Fortune 500 enterprises. By providing expert technical support and resolving complex issues across multiple channels, the team enhances customer satisfaction and drives product improvement. At Cloudflare, Technical Account Managers (TAMs) serve as trusted advisors, delivering high-touch technical guidance and advocacy for our top Enterprise customers. Acting as the eyes and ears of the company, TAMs capture valuable customer insights to influence service enhancements and future product development. What You'll Do As a Technical Account Manager, you will own the post-sales support experience for Cloudflare’s largest Enterprise customers, ensuring smooth operations and proactive technical guidance. As the primary technical point of contact, you will manage support interactions, troubleshoot issues, drive escalations, and advocate for customer needs. You will act as an architectural governance partner, continuously mapping customer environments against industry best practices and Cloudflare's Well-Architected framework. By proactively identifying security gaps, single points of failure, and performance bottlenecks, you will prevent incidents before they impact production. Working closely with Customer Success, Account Teams, Product, Engineering, and partnering with Customer Support, you will align technical solutions with customer roadmaps and business objectives. This role requires a mix of technical expertise, customer service excellence, and strategic problem-solving to ensure high customer satisfaction and retention. For TAMs specializing in Network Services, you will focus on optimizing customer Cloudflare configurations, ensuring the reliability and security of their network infrastructure.

Requirements

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 and a strong desire to help customers succeed.
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.

Nice To Haves

For TAMs specializing in Network Services, you will focus on optimizing customer Cloudflare configurations, ensuring the reliability and security of their network infrastructure.

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 to support every phase of the customer journey.
Leverage AI-driven tools and workflows to optimize daily operations, including incident summarization, case prioritization, and automated handover documentation, to increase team productivity and focus on strategic customer advocacy.
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 to help shape product improvements.
Maintain a comprehensive understanding of customer environments and Cloudflare deployments, ensuring proactive issue resolution and long-term optimizations.
Develop and maintain a rolling Technical Risk & Gap Register for each enterprise account, tracking architectural drift, legacy configurations, and emerging security threats, while prioritizing remediation paths with customer stakeholders.
Conduct Quarterly Support Reviews, including SLA adherence, incident reviews, and deep-dive analysis of top ticket drivers, as well reviewing future-state resilience, capacity planning, and proactive feature adoption.
Act as a point of escalation during business hours and provide backup support for global TAMs in other time zones.
Partner with the account team to drive strategic customer engagements, including technical planning, roadmap alignment, and incident response.
Partner with Cloudflare’s Threat Intelligence and Product teams to proactively evaluate customer environments against newly discovered vulnerabilities (Zero-Days, emerging DDoS vectors), ensuring defensive configurations are deployed ahead of potential exploits.
Ensure timely resolution of support tickets, working with backend teams as needed.
Establish continuous drift-detection workflows to ensure customer configurations don't deviate from established security baselines, compliance standards, or optimal performance thresholds.
Travel up to 25% of the time to support customer engagements.
Ability to work one weekend per month.
Utilize AI-powered analytics to conduct proactive configuration health checks and architectural reviews, identifying systemic risks and providing strategic infrastructure optimization recommendations.
Streamline the creation of technical documentation—including HLDs, LLDs, and post-incident reports—by leveraging AI workflows to ingest and summarize technical data, ensuring consistent, high-quality deliverables.
Deploy AI-assisted incident management tools to enhance communication precision, including real-time impact assessment, automated status updates, and rapid synthesis of complex technical event details.

Benefits

Medical/Rx Insurance
Dental Insurance
Vision Insurance
Flexible Spending Accounts
Commuter Spending Accounts
Fertility & Family Forming Benefits
On-demand mental health support and Employee Assistance Program
Global Travel Medical Insurance
Short and Long Term Disability Insurance
Life & Accident Insurance
401(k) Retirement Savings Plan
Employee Stock Participation Plan
Flexible paid time off covering vacation and sick leave
Leave programs, including parental, pregnancy health, medical, and bereavement leave