Senior Technical Account Manager (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. Key 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. What We’re Looking For 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 (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. Customer & Business Acumen 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. This role is an exciting opportunity to be at the forefront of Cloudflare’s Enterprise customer experience, helping businesses optimize their network performance and security while shaping the future of our products. Compensation Compensation may be adjusted depending on work location. For Seattle based hires: Estimated annual salary of $126,000 - $158,000 For Denver based hires: Estimated annual salary of $114,000 - $143,000 Equity This role is eligible to participate in Cloudflare’s equity plan. Cloudflare offers a complete package of benefits and programs to support you and your family. Our benefits programs can help you pay health care expenses, support caregiving, build capital for the future and make life a little easier and fun! The below is a description of our benefits for employees in the United States, and benefits may vary for employees based outside the U.S. Health & Welfare Benefits Medical/Rx 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 401(k) Retirement Savings Plan Employee Stock Participation Plan Time Off Flexible paid time off covering vacation and sick leave Leave programs, including parental, pregnancy health, medical, and bereavement leave Cloudflare is proud to be an equal opportunity employer. We are committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness. All qualified applicants will be considered for employment without regard to their, or any other person's, perceived or actual race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship, age, physical or mental disability, medical condition, family care status, or any other basis protected by law. We are an AA/Veterans/Disabled Employer. Cloudflare provides reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job. Examples of reasonable accommodations include, but are not limited to, changing the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. #J-18808-Ljbffr CloudFlare