Technical Account Manager at Cloudflare

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. We realize people do not fit into neat boxes. We are looking for curious and empathetic individuals who are committed to developing themselves and learning new skills, and we are ready to help you do that. We cannot complete our mission without building a diverse and inclusive team. We hire the best people based on an evaluation of their potential and support them throughout their time at Cloudflare. Come join us! Job Location: Austin, TX About the department The Customer Success 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. 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 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 • 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 Financial Benefits • Short and Long Term Disability Insurance • Life & Accident 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 What Makes Cloudflare Special? We’re not just a highly ambitious, large-scale technology company. We’re a highly ambitious, large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet. Project Galileo: Since 2014, we've equipped more than 2,400 journalism and civil society organizations in 111 countries with powerful tools to defend themselves against attacks that would otherwise censor their work, technology already used by Cloudflare’s enterprise customers--at no cost. Athenian Project: In 2017, we created the Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free, so that their constituents have access to election information and voter registration. Since the project, we've provided services to more than 425 local government election websites in 33 states. 1.1.1.1: We released 1.1.1.1 to help fix the foundation of the Internet by building a faster, more secure and privacy-centric public DNS resolver. This is available publicly for everyone to use - it is the first consumer-focused service Cloudflare has ever released. Here’s the deal - we don’t store client IP addresses never, ever. We will continue to abide by our privacy commitment and ensure that no user data is sold to advertisers or used to target consumers. Sound like something you’d like to be a part of? We’d love to hear from you! This position may require access to information protected under U.S. export control laws, including the U.S. Export Administration Regulations. Please note that any offer of employment may be conditioned on your authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license. 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. If you require a reasonable accommodation to apply for a job, please contact us via e-mail at [Upgrade to PRO to see contact] or via mail at 101 Townsend St. San Francisco, CA 94107.