Technical Account Manager

About the role

You will serve as a primary technical advisor for our largest Enterprise clients, ensuring their infrastructure remains secure, performant, and reliable. This position involves deep architectural governance and proactive risk management to help major organizations optimize their use of the Cloudflare network.

Key facts

What you'll do

• Act as the main point of contact for post-sales technical support and complex issue resolution.
• Audit customer environments against the Cloudflare Well-Architected framework to identify performance bottlenecks and security gaps.
• Maintain a Technical Risk and Gap Register to track architectural drift and legacy configurations.
• Lead Quarterly Support Reviews covering SLA performance, incident trends, and capacity planning.
• Coordinate with internal departments including Product, Engineering, and Customer Success to align technical solutions with client business goals.
• Utilize AI-driven workflows for incident summarization, case prioritization, and documentation.
• Provide backup support for global team members and work one weekend per month.
• Travel up to 25% of the time for client engagements.

Requirements

• Minimum 8 years of experience in technical account management, solutions engineering, or customer-facing technical support.
• Proven track record of managing relationships with Enterprise and Fortune 500 clients.
• Deep knowledge of networking protocols including BGP, OSPF, IPSec, and GRE.
• Expertise in security technologies such as WAF, DDoS mitigation, IPS, and Firewalls.
• Proficiency with diagnostic tools like Wireshark, traceroute, cURL, and packet captures.
• Strong understanding of the OSI model, HTTP, DNS, TLS/SSL, and proxy architectures.
• Ability to communicate complex technical concepts to both executive and technical stakeholders.

Skills & tools

• Networking: BGP, OSPF, IPSec, GRE, Layer 7 technologies.
• Security: WAF, DDoS mitigation, IPS, Firewalls, Application Security.
• Diagnostics: Wireshark, dig, cURL, traceroute, packet captures, browser developer tools.
• Infrastructure: CDN, Edge networking, Cloud, SaaS, Multi-vendor environments.

Practical notes

• This role includes a requirement to work one weekend per month as part of the coverage model.
• Travel is required up to 25% of the time.