Senior Technical Account Manager, Cloudflare
$114-143k
Salary is applicable to Denver rates only. This role is eligible to participate in Cloudflare’s equity plan
Web performance and security platform
Open for applications
Web performance and security platform
1001+ employees
Open for applications
$114-143k
Salary is applicable to Denver rates only. This role is eligible to participate in Cloudflare’s equity plan
1001+ employees
Company mission
To help build a better Internet that is bold and ambitious.
Role
Who you are
- Strong understanding of networking concepts, including Layer 7 technologies and routing protocols such as BGP, OSPF, IPSec, and GRE
- Experience with security technologies (Firewalls, IPS, DDoS mitigation, WAF)
- Knowledge of system integration, multi-vendor environments, and data center deployments
- Proficiency in diagnostic and troubleshooting tools (traceroute, WireShark, dig, cURL)
- Familiarity with the OSI Model, proxies, application & network security
- Passion for Cloudflare’s products and a strong desire to help customers succeed
- Minimum 8 years of experience in a customer-facing, technical support, or account management role
- Proven ability to work with Fortune 500 companies and senior leadership
- Strong problem-solving skills, ability to work independently, and handle multiple priorities
- This role is an exciting opportunity to be at the forefront of Cloudflare’s Enterprise customer experience, helping businesses optimize their network performance and security while shaping the future of our products
What the job involves
- The Technical Account Team plays a crucial role in ensuring a seamless experience for Cloudflare users, ranging from individual developers to Fortune 500 enterprises. By providing expert technical support and resolving complex issues across multiple channels, the team enhances customer satisfaction and drives product improvement
- At Cloudflare, Technical Account Managers (TAMs) serve as trusted advisors, delivering high-touch technical guidance and advocacy for our top Enterprise customers. Acting as the eyes and ears of the company, TAMs capture valuable customer insights to influence service enhancements and future product development
- As a Technical Account Manager, you will own the post-sales support experience for Cloudflare’s largest Enterprise customers, ensuring smooth operations and proactive technical guidance. As the primary technical point of contact, you will manage support interactions, troubleshoot issues, drive escalations, and advocate for customer needs
- You will act as an architectural governance partner, continuously mapping customer environments against industry best practices and Cloudflare's Well-Architected framework. By proactively identifying security gaps, single points of failure, and performance bottlenecks, you will prevent incidents before they impact production
- Working closely with Customer Success, Account Teams, Product, Engineering, and partnering with Customer Support, you will align technical solutions with customer roadmaps and business objectives. This role requires a mix of technical expertise, customer service excellence, and strategic problem-solving to ensure high customer satisfaction and retention
- For TAMs specializing in Network Services, you will focus on optimizing customer Cloudflare configurations, ensuring the reliability and security of their network infrastructure
- Serve as the primary technical support contact for assigned Enterprise customers
- Build and maintain strong cross-functional relationships with Product, Engineering, Account Executives, Customer Success, Professional Services, and Partners to support every phase of the customer journey
- Leverage AI-driven tools and workflows to optimize daily operations, including incident summarization, case prioritization, and automated handover documentation, to increase team productivity and focus on strategic customer advocacy
- Collaborate with internal teams to ensure high customer satisfaction, delivering world-class technical support and advocacy
- Provide actionable customer feedback to Product and Engineering teams to help shape product improvements
- Maintain a comprehensive understanding of customer environments and Cloudflare deployments, ensuring proactive issue resolution and long-term optimizations
- Develop and maintain a rolling Technical Risk & Gap Register for each enterprise account, tracking architectural drift, legacy configurations, and emerging security threats, while prioritizing remediation paths with customer stakeholders
- Conduct Quarterly Support Reviews, including SLA adherence, incident reviews, and deep-dive analysis of top ticket drivers, as well reviewing future-state resilience, capacity planning, and proactive feature adoption
- Act as a point of escalation during business hours and provide backup support for global TAMs in other time zones
- Partner with the account team to drive strategic customer engagements, including technical planning, roadmap alignment, and incident response
- Partner with Cloudflare’s Threat Intelligence and Product teams to proactively evaluate customer environments against newly discovered vulnerabilities (Zero-Days, emerging DDoS vectors), ensuring defensive configurations are deployed ahead of potential exploits
- Ensure timely resolution of support tickets, working with backend teams as needed
- Establish continuous drift-detection workflows to ensure customer configurations don't deviate from established security baselines, compliance standards, or optimal performance thresholds
- Travel up to 25% of the time to support customer engagements
- Ability to work one weekend per month
- Utilize AI-powered analytics to conduct proactive configuration health checks and architectural reviews, identifying systemic risks and providing strategic infrastructure optimization recommendations
- Streamline the creation of technical documentation—including HLDs, LLDs, and post-incident reports—by leveraging AI workflows to ingest and summarize technical data, ensuring consistent, high-quality deliverables
- Deploy AI-assisted incident management tools to enhance communication precision, including real-time impact assessment, automated status updates, and rapid synthesis of complex technical event details
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
- Competitive pay: We offer a competitive total rewards package, where every employee is an owner of our stock.
- 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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