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 guidance, proactive support, and complex issue resolution across multiple channels, the team enhances customer satisfaction, strengthens customer trust, and drives product improvement.
At Cloudflare, Technical Account Managers serve as trusted advisors to our top Enterprise customers. TAMs deliver high-touch technical guidance, customer advocacy, and operational support across the customer lifecycle. Acting as the eyes and ears of the company, TAMs capture valuable customer insights and work closely with internal teams to influence service enhancements and future product development.
What You'll Do
As a Technical Account Manager, you will own the post-sales technical support experience for Cloudflare's largest Enterprise customers . You will serve as the primary technical point of contact for assigned customers, helping them operate Cloudflare solutions successfully, resolve complex issues, and continuously improve the security, reliability, and performance of their environments.
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, configuration drift, and performance bottlenecks, you will help prevent incidents before they impact production.
Working closely with Customer Success, Account Teams, Product, Engineering, Professional Services, Partners, and Customer Support, you will align technical solutions with customer roadmaps and business objectives. This role requires a strong mix of technical expertise, customer service excellence, executive communication, and strategic problem-solving to ensure high customer satisfaction, retention, and long-term success.
For TAMs specializing in Network Services, you will focus on optimizing customer Cloudflare configurations and ensuring the reliability, performance, and security of their network infrastructure.
Key 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.
What We're Looking For
We are seeking a highly motivated, customer-focused technical expert who can combine deep technical knowledge with strong customer advocacy, communication, and business judgment.
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, 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.
Customer & Business Acumen
- 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.
Why This Role Matters
This role is an exciting opportunity to be at the forefront of Cloudflare's Enterprise customer experience. As a Technical Account Manager, you will help some of the region's most important businesses improve their network performance, security posture, resilience, and operational maturity while directly influencing the future of Cloudflare's products and services.
