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Technical Account Manager

Cloudflare· Customer Success
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Hybrid (Washington, DC)$99k - $136kfull-timePosted 3w ago

About the role

Technical Account Manager (TAM) responsible for post-contract support experience for Cloudflare’s top Enterprise customers, owning technical interactions, escalations, and advocacy across cross-functional teams to ensure smooth operations and high customer satisfaction.

Responsibilities

  • Serve as primary technical support contact.
  • Maintain a cooperative relationship with cross-functional resources including product, engineering, and customer account teams throughout every sales phase.
  • Collaborate with Account Team, Engineering and Product to ensure high customer satisfaction with dedicated support across the customer partnership lifecycle.
  • Provide product and engineering teams with customer feedback to identify Support challenges and opportunities.
  • Maintain holistic view of customer environment and Cloudflare product usage, including deployment topology, expert issue resolution, and long-term improvement recommendations.
  • 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.
  • Engage proactively with the account team during strategic deal closures and during lifecycle of the customer.
  • Act as point of escalation during business hours and backup for TAMs in other regions during off hours.
  • Understand client sentiment, own escalations, and provide product support.
  • Ensure tickets are solved in a timely manner.
  • Maintain and expand technical knowledge of Cloudflare products.
  • Single threaded owner of technical support issues, coordinating with backend teams as needed.
  • Work with global TAMs to ensure coverage on critical issues.
  • Ensure rapid Incident response.
  • Assist with preparing and communicating CSRs and formal incident documentation.

Qualifications

  • Understanding of networking and routing protocols (BGP, OSPF, IPSec, GRE, etc).
  • Experience in security products and technologies (Firewall, IPS, DDoS).
  • Experience in system integration and multi-vendor environments & data center deployments.
  • Basic troubleshooting skills (e.g. traceroute, WireShark, dig, cURL) for identifying and escalating to appropriate teams.
  • Minimum 8 years of experience in a customer-facing role with technical account management responsibilities.
  • Business acumen with Fortune 500 companies and leadership interaction.
  • Fundamental understanding of Internet concepts (OSI model, Application and Network security, proxies).
  • Passion for Cloudflare products, helping customers, and building cross-organizational relationships.

Skills

Required:Networking and routing protocolsCustomer-facing communication

Benefits

  • 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 EAP, 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, Parental, pregnancy health, medical, and bereavement leave
Last updated Sep 30, 2026. Interested? Apply on the company site.

About Cloudflare

Connect, protect, and build everywhere | Cloudflare

Make employees, applications and networks faster and more secure everywhere, while reducing complexity and cost.

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