Technical Account Manager

The Technical Account Manager (TAM) owns the post-contract support experience for Cloudflare’s top Enterprise customers, ensuring smooth operations and resolving technical challenges. As the primary technical contact, the TAM manages support interactions, escalations, and proactively advocates for customer needs. Collaborating with Customer Success and Account teams, they provide recommendations aligned with customer roadmaps and technical requirements. Success in this role requires strong customer service, leadership, and problem-solving skills, along with a solid understanding of Layer 3 and 4 networking. TAMs specializing in Network Services work closely with customers to optimize their Cloudflare configurations and address key support needs. • Serve as primary technical support contact. • Maintain a cooperative relationship with all cross-functional resources, such as product, engineering, and customer account teams comprising Account Executives, Customer Success, Professional Services, and Partners throughout every sales phase. • Collaborate with the Account Team, as well as Engineering and Product, to help ensure high customer satisfaction by providing world-class dedicated support throughout the entire life of the customer partnership. • Provide product and engineering teams with customer feedback to help identify Support challenges and opportunities. • Have a holistic and dynamic view of customer’s environment and use of Cloudflare products, including the customer deployment topology, expert resolution for all support issues, and proactive advice for long-term improvements. • Create and deliver Quarterly Support Reviews including SLA adherence, top ticket drivers, ticket deep dives, and incident reviews. • Ability to travel up to 25% of the time. • Ability to work one weekend every quarter. • Proactively engage with the account team during strategic deal closure and throughout the lifecycle of the customer. • Point of escalation during business hours, and backup point of escalation for Cloudflare TAMs in other regions during their off hours. • Understand client sentiment, own internal and customer facing escalations, and provide product support. • Ensure support tickets are solved in a timely manner. • Maintain and expand working technical knowledge of Cloudflare products. • Single threaded owner of technical support issues, working with backend teams as needed. • Work with global TAM’s to ensure coverage on critical issues. • Ensure rapid Incident

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.

About Us 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. Job Location: Washington DC About the department The Customer Support Team resolves complex issues and answers technical inquiries across various channels, supporting users from individual bloggers to global enterprises. At Cloudflare, Technical Account Managers (TAMs) provide high-level support, ensuring a seamless customer experience. As the eyes and ears of the company, TAMs relay customer feedback to drive service improvements and future product development. What you'll do The Technical Account Manager (TAM) owns the post-contract support experience for Cloudflare’s top Enterprise customers, ensuring smooth operations and resolving technical challenges. As the primary technical contact, the TAM manages support interactions, escalations, and proactively advocates for customer needs. Collaborating with Customer Success and Account teams, they provide recommendations aligned with customer roadmaps and technical requirements. Success in this role requires strong customer service, leadership, and problem-solving skills, along with a solid understanding of Layer 3 and 4 networking. TAMs specializing in Network Services work closely with customers to optimize their Cloudflare configurations and address key support needs. Responsibilities • Serve as primary technical support contact. • Maintain a cooperative relationship with all cross-functional resources, such as product, engineering, and customer account teams comprising Account Executives, Customer Success, Professional Services, and Partners throughout every sales phase. • Collaborate with the Account Team, as well as Engineering and Product, to help ensure high customer satisfaction by providing world-class dedicated support throughout the entire life of the customer partnership. • Provide product and engineering teams with customer feedback to help identify Support challenges and opportunities. • Have a holistic and dynamic view of customer’s environment and use of Cloudflare products, including the customer deployment topology, expert resolution for all support issues, and proactive advice for long-term improvements. • Create and deliver Quarterly Support Reviews including SLA adherence, top ticket drivers, ticket deep dives, and incident reviews. • Ability to travel up to 25% of the time. • Ability to work one weekend every quarter. • Proactively engage with the account team during strategic deal closure and throughout the lifecycle of the customer. • Point of escalation during business hours, and backup point of escalation for Cloudflare TAMs in other regions during their off hours. • Understand client sentiment, own internal and customer facing escalations, and provide product support. • Ensure support tickets are solved in a timely manner. • Maintain and expand working technical knowledge of Cloudflare products. • Single threaded owner of technical support issues, working with backend teams as needed. • Work with global TAM’s to ensure coverage on critical issues. • Ensure rapid Incident response. • Assist with preparing and communicating CSRs and formal documentation for incidents and major issues. Examples of desirable skills, knowledge and experience • Understanding of networking and routing protocols (BGP, OSPF, IPSec, GRE, etc). • Experience in security products and technologies (e.g Firewall, IPS, DDoS). • Experience in system integration and multi-vendor environments & data center deployments. • Basic troubleshooting skills (e.g. traceroute, WireShark, dig, cURL, etc.) towards identifying and escalating to the necessary teams to drive towards a solution. • Minimum 8 years of previous experience in a customer-facing team with technical account management responsibilities. • Have the business acumen of working with Fortune 500 companies and their leadership team. • Fundamental understanding of how the Internet works, e.g. the OSI Model, Application and Network security, what a proxy is and how it works. • Passionate about Cloudflare products, helping customers, and building strong relationships across organizations. Compensation Compensation may be adjusted depending on work location. • For Washington D.C. based hires: Estimated annual salary of $$99,000-136,000$$ Equity This role is eligible to participate in Cloudflare’s equity plan. Benefits Cloudflare offers a complete package of benefits and programs to support you and your family. Our benefits programs can help you