Cloudflare · 6 hours ago
Technical Account Manager, Network Services
Seattle, WA
Full-time
Hybrid
Senior Level, Lead/Staff
$142K/yr - $174K/yr
8+ years expCloudflare is on a mission to help build a better Internet by providing high-level support to its customers. The Technical Account Manager will manage the post-contract support experience for strategic customers, ensuring their technical needs are met and addressing any challenges that arise.
AnalyticsEnterprise SoftwareSecurityWeb Hosting
Responsibilities
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
Qualification
Required
Strong customer service and leadership skills
Self-starter
Commitment to ongoing self-education
Ability to collaborate across organizations
Excellent technical problem-solving skills
Understanding of Layer 3 and 4 functionality
Ability to travel up to 25% of the time
Ability to work one weekend every quarter
Point of escalation during business hours
Backup point of escalation for Cloudflare TAMs in other regions during their off hours
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
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
Minimum 8 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
Preferred
Understanding of networking and routing protocols (BGP, OSPF, IPSec, GRE, etc)
Experience in security products and technologies (e.g Firewall, IPSec, 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
Benefits
Medical/Rx Insurance
Dental Insurance
Vision Insurance
Flexible Spending Accounts
Commuter Spending Accounts
Fertility & Family Forming Benefits
On-demand mental health support and Employee Assistance Program
Global Travel Medical Insurance
Short and Long Term Disability Insurance
Life & Accident Insurance
401(k) Retirement Savings Plan
Employee Stock Participation Plan
Flexible paid time off covering vacation and sick leave
Leave programs, including parental, pregnancy health, medical, and bereavement leave
Company
Cloudflare
Cloudflare is a web performance and security company that provides online services to protect and accelerate websites online.
1001-5000 employees
H1B Sponsorship
Cloudflare has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (117)
2024 (115)
2023 (66)
2022 (98)
2021 (83)
2020 (37)
Funding
Current Stage
Public CompanyTotal Funding
$2.08BKey Investors
Franklin TempletonFidelityUnion Square Ventures
2025-06-13Post Ipo Debt· $1.75B
2019-09-12IPO
2019-03-12Series E· $150M
Leadership Team
Matthew Prince
CEO & Co-Founder
Lee Holloway
Co-Founder & Lead Engineer
Recent News
The European Financial Review
2025-12-31
torrentfreak.com
2025-12-29
2025-12-29
Company data provided by crunchbase