Cloudflare
Overview
Technical Account Manager
at
Cloudflare Location: Austin, TX | Atlanta, GA | New York, NY | Washington, DC About Cloudflare
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! Department & Role Context
The Customer Success Team resolves complex issues and answers technical inquiries across various channels. Technical Account Managers (TAMs) provide high-level support for Cloudflare’s top Enterprise customers, acting as the primary technical contact to ensure a seamless customer experience. What you'll do
Own the post-contract support experience for Cloudflare’s top Enterprise customers, ensuring smooth operations and resolving technical challenges. Serve as the primary technical contact; manage support interactions, escalations, and proactively advocate for customer needs. Collaborate with the Account Team, Engineering and Product to ensure high customer satisfaction by providing world-class dedicated support throughout the customer lifecycle. Provide product and engineering teams with customer feedback to identify support challenges and opportunities. Maintain a holistic view of the customer environment and Cloudflare product usage, including deployment topology 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. Travel up to 25% of the time and be able to work one weekend every quarter. Proactively engage with the account team during strategic deal closure and throughout the customer lifecycle. Act as a point of escalation during business hours and a backup point of escalation for Cloudflare TAMs in other regions during off hours. Understand client sentiment, own escalations, and provide product support. Ensure support tickets are solved in a timely manner and expand working technical knowledge of Cloudflare products. Maintain sole ownership of technical support issues and collaborate with backend teams as needed. Coordinate with global TAMs to ensure coverage on critical issues and ensure rapid incident response. Assist with preparing and communicating CSRs and formal documentation for incidents and major issues. Qualifications & Skills
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) toward identifying and escalating to the necessary teams. Minimum 8 years of experience in a customer-facing role with technical account management responsibilities. Business acumen for working with Fortune 500 companies and leadership teams. Fundamental understanding of how the Internet works (OSI model, application and network security, proxies). Passionate about Cloudflare products, helping customers, and building strong relationships across organizations. Compensation, Equity & Benefits
Compensation : Compensation may be adjusted depending on work location. For New York City, New Jersey, Washington, DC and California (excluding Bay Area) based hires: Estimated annual salary ranges disclosed by 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. Benefits may vary by location. The below describes benefits for employees in the United States. Health & Welfare Benefits: Medical/Rx, Dental, Vision, Flexible Spending Accounts, Commuter Spending Accounts, Fertility & Family Benefits, on-demand mental health support and EAP, Global Travel Medical Insurance. Financial Benefits: Short and Long Term Disability, 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. EEO & Accessibility
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 race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship, age, disability, or any other basis protected by law. We are an AA/Veterans/Disabled Employer. Cloudflare provides reasonable accommodations to qualified individuals with disabilities. If you require an accommodation to apply, please contact us via email at hr@cloudflare.com or via mail at 101 Townsend St, San Francisco, CA 94107. U.S. export control notice: This position may require access to information protected under U.S. export control laws, including the U.S. Export Administration Regulations. Offers may be conditioned on authorization to receive software or technology controlled under these laws without sponsorship for an export license.
#J-18808-Ljbffr
Technical Account Manager
at
Cloudflare Location: Austin, TX | Atlanta, GA | New York, NY | Washington, DC About Cloudflare
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! Department & Role Context
The Customer Success Team resolves complex issues and answers technical inquiries across various channels. Technical Account Managers (TAMs) provide high-level support for Cloudflare’s top Enterprise customers, acting as the primary technical contact to ensure a seamless customer experience. What you'll do
Own the post-contract support experience for Cloudflare’s top Enterprise customers, ensuring smooth operations and resolving technical challenges. Serve as the primary technical contact; manage support interactions, escalations, and proactively advocate for customer needs. Collaborate with the Account Team, Engineering and Product to ensure high customer satisfaction by providing world-class dedicated support throughout the customer lifecycle. Provide product and engineering teams with customer feedback to identify support challenges and opportunities. Maintain a holistic view of the customer environment and Cloudflare product usage, including deployment topology 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. Travel up to 25% of the time and be able to work one weekend every quarter. Proactively engage with the account team during strategic deal closure and throughout the customer lifecycle. Act as a point of escalation during business hours and a backup point of escalation for Cloudflare TAMs in other regions during off hours. Understand client sentiment, own escalations, and provide product support. Ensure support tickets are solved in a timely manner and expand working technical knowledge of Cloudflare products. Maintain sole ownership of technical support issues and collaborate with backend teams as needed. Coordinate with global TAMs to ensure coverage on critical issues and ensure rapid incident response. Assist with preparing and communicating CSRs and formal documentation for incidents and major issues. Qualifications & Skills
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) toward identifying and escalating to the necessary teams. Minimum 8 years of experience in a customer-facing role with technical account management responsibilities. Business acumen for working with Fortune 500 companies and leadership teams. Fundamental understanding of how the Internet works (OSI model, application and network security, proxies). Passionate about Cloudflare products, helping customers, and building strong relationships across organizations. Compensation, Equity & Benefits
Compensation : Compensation may be adjusted depending on work location. For New York City, New Jersey, Washington, DC and California (excluding Bay Area) based hires: Estimated annual salary ranges disclosed by 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. Benefits may vary by location. The below describes benefits for employees in the United States. Health & Welfare Benefits: Medical/Rx, Dental, Vision, Flexible Spending Accounts, Commuter Spending Accounts, Fertility & Family Benefits, on-demand mental health support and EAP, Global Travel Medical Insurance. Financial Benefits: Short and Long Term Disability, 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. EEO & Accessibility
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 race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship, age, disability, or any other basis protected by law. We are an AA/Veterans/Disabled Employer. Cloudflare provides reasonable accommodations to qualified individuals with disabilities. If you require an accommodation to apply, please contact us via email at hr@cloudflare.com or via mail at 101 Townsend St, San Francisco, CA 94107. U.S. export control notice: This position may require access to information protected under U.S. export control laws, including the U.S. Export Administration Regulations. Offers may be conditioned on authorization to receive software or technology controlled under these laws without sponsorship for an export license.
#J-18808-Ljbffr