At a Glance
- Tasks: Support top Enterprise customers with technical guidance and issue resolution.
- Company: Join Cloudflare, a leader in building a better Internet.
- Benefits: Enjoy a hybrid work model, competitive salary, and growth opportunities.
- Other info: Be part of a mission-driven company that values diversity and innovation.
- Why this job: Make a real impact on customer experiences and influence product development.
- Qualifications: Strong technical skills and excellent communication abilities required.
The predicted salary is between 135000 - 165000 $ per year.
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.
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.
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.
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.
- 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.
- Ensure defensive configurations and recommended mitigations are deployed ahead of potential exploits where appropriate.
- 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.
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.
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.
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