Technical Account Manager, Cloudflare
$90-124k
Salary dependent on location. + Equity Plan + ESPP
Web performance and security platform
Job no longer available
Web performance and security platform
1001+ employees
Job no longer available
$90-124k
Salary dependent on location. + Equity Plan + ESPP
1001+ employees
Company mission
To help build a better Internet that is bold and ambitious.
Role
Who you are
- Success in this role requires strong customer service, leadership, and problem-solving skills, along with a solid understanding of Layer 3 and 4 networking
- 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 3+ 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
What the job involves
- 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
- 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
- TAMs specializing in Network Services work closely with customers to optimize their Cloudflare configurations and address key support needs
- 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
Our take
Cloudflare is a multi-service global network that provides web security and infrastructure, DDoS mitigation services, and a content delivery network. Founded in 2009, Cloudflare has risen to become an industry giant, with over 25 million global internet properties on its network.
Cloudflare has been responsible for a number of admirable initiatives, offering free web protection to human rights groups, journalists, artists, and US election websites. This goes some way to counteracting the flak Cloudflare has received in some circles for the controversial groups and users who use its services. This chequered history, however, has not affected its over 80% market share in the content delivery network field.
This is perhaps in part because it has proven sharp at staying abreast of the rapidly morphing tech and digital space and customer demands. For example, Cloudflare is shifting to 100% renewable energy usage to create a zero-emissions internet, and in 2020 released a feature that would help users navigate data privacy regulations by selecting where their data is stored.
And impressive third-quarter 2025 results show strong momentum, with revenue rising to $562 million from $430 million a year earlier. The company also raised its full-year guidance, underscoring confidence in continued growth. As demand for secure, cloud-based infrastructure keeps growing, Cloudflare's expanding platform and improving efficiency leave it well positioned to capture further gains in a rapidly growing market.
Steph
Company Specialist at Welcome to the Jungle
Insights
16% employee growth in 12 months
Company
Company benefits
- Take-what-you-need vacation: We encourage employees to find a comfortable work-life balance by taking as many days off as they need while still being able to perform their jobs satisfactorily. (We really mean it!)
- Paid maternity & paternity leave: Our global parental leave policy allows up to sixteen paid weeks of bonding leave time for all qualifying new parents.
- Employee benefits: We offer a comprehensive benefits package including healthcare, life insurance, short- and long-term disability, pension plans in accordance with the market practice in our locations.
- Commuter program: We are flexible about where we work and value connecting at the office. Our commuter benefits program is in place to support team members' commute to work via public transportation without the extra cost burden.
- Wellbeing: Global offerings that provide mental health, childcare and family forming support to our employees across our offices.
Company HQ
China Basin, San Francisco, CA
Leadership
Lee Holloway
(Co-Founder & Lead Engineer)Lee began their career as an Engineer at Homewarehouse for a year before working at Unspam Technologies for 4 years. They co-created Project Honey Pot in 2004 and Cloudflare in March 2009, serving as Lead Engineer of both to present.
Michelle Zatlyn
(Co-Founder, President & Co-Chair)Having worked for Investor Economics and I Love Rewards for a combined 4 years, Michelle worked at Toshiba for 3 years as a Product Manager. She then co-founded Cloudflare in 2009 as COO, and has served as President since 2020. She is also a Board Member at Atlassian.
Matthew Prince
(Co-Founder & CEO)Matthew studied for an MBA at Harvard Business School before co-founding Unspam Technologies in December 2001, and Cloudflare in 2009, where he has served as CEO ever since.
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