# Technical Account Manager

**Company**: Cloudflare
**Location**: Washington DC
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: $99,000-136,000
**Category**: IT
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/cloudflare/jobs/8220734?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_6a5ea516-596

## Description

## Job Overview

As a Technical Account Manager at Cloudflare, you will own the post-contract support experience for Cloudflare's top Enterprise customers, ensuring smooth operations and resolving technical challenges.

## Responsibilities

- Serve as primary technical support contact.

- Maintain a cooperative relationship with all cross-functional resources, such as product, engineering, and customer account teams.

- 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.

- 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.

## Requirements

- 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 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.

## Compensation

- Estimated annual salary of $99,000-136,000 for Washington D.C. based hires.

## 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

## Skills

### Required
- networking
- routing protocols
- security products
- system integration
- troubleshooting
- technical account management

### Nice to have
- BGP
- OSPF
- IPSec
- GRE
- Firewall
- IPS
- DDoS
- WireShark
- cURL

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/cloudflare/jobs/8220734?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)