Senior Technical Account Manager
Job description
Senior Technical Account Manager at Cloudflare.
About the role
As a Senior Technical Account Manager, you will manage the post-sales technical experience for Cloudflare's largest enterprise clients. You will serve as the primary technical point of contact, ensuring smooth operations and providing proactive guidance. This role involves troubleshooting, escalating issues, and advocating for customer needs while acting as an architectural governance partner.
Key facts
Location: Austin, Seattle, Denver (Hybrid)
Engagement: Full-time
Salary:
Seattle: $126,000 - $158,000 annually
Denver: $114,000 - $143,000 annually
What you'll do
- Act as the main technical support contact for assigned enterprise customers.
- Build strong relationships with internal teams like Product, Engineering, and Account Executives.
- Use AI-driven tools to improve daily tasks such as incident summaries and case prioritization.
- Collaborate internally to ensure high customer satisfaction and deliver top-tier technical support.
- Provide direct customer feedback to Product and Engineering teams to influence product improvements.
- Maintain a deep understanding of customer environments and Cloudflare deployments for proactive issue resolution.
- Develop and maintain a Technical Risk & Gap Register for each account, tracking architectural issues and security threats.
- Conduct Quarterly Support Reviews covering SLA adherence, incident analysis, and future resilience planning.
- Serve as an escalation point during business hours and provide backup for global TAMs.
- Partner with account teams on strategic engagements, including technical planning and incident response.
- Work with Threat Intelligence and Product teams to assess customer environments against new vulnerabilities.
- Ensure timely resolution of support tickets by coordinating with backend teams.
- Establish continuous drift-detection workflows to maintain security baselines and optimal performance.
- Utilize AI analytics for proactive configuration health checks and architectural reviews.
- Streamline technical documentation creation using AI workflows for data summarization.
- Deploy AI-assisted incident management tools to improve communication and real-time impact assessment.
Requirements
- 8+ years of experience in a customer-facing technical support or account management role.
- Strong understanding of networking concepts, including Layer 7 technologies and routing protocols.
- Experience with security technologies such as Firewalls, IPS, DDoS mitigation, and WAF.
- Knowledge of system integration, multi-vendor environments, and data center deployments.
- Proficiency in diagnostic and troubleshooting tools.
- Familiarity with the OSI Model, proxies, and application & network security.
- Demonstrated ability to work with Fortune 500 companies and senior leadership.
- Strong problem-solving skills and ability to manage multiple priorities independently.
- Ability to travel up to 25% for customer engagements.
- Availability to work one weekend per month.
Skills & tools
- BGP, OSPF, IPSec, GRE
- Firewalls, IPS, DDoS mitigation, WAF
- Traceroute, WireShark, dig, cURL
- AI-driven tools and workflows
Practical notes
This role is eligible for Cloudflare's equity plan. Benefits include medical, dental, vision, FSA, commuter accounts, fertility benefits, mental health support, global travel medical insurance, short and long term disability, life insurance, 401(k), employee stock participation plan, flexible paid time off, and leave programs (parental, pregnancy health, medical, bereavement).