# Technical Account Manager

**Company**: Cloudflare
**Location**: Hybrid
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/cloudflare/jobs/8245695?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/technical-account-manager-e21c034f-18e/

## Description

## About the Role

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. You will serve as the primary technical contact, managing support interactions, escalations, and proactively advocating for customer needs.

## 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.

## What Makes Cloudflare Special?

Cloudflare is committed to helping build a better Internet and protecting the free and open Internet. The company has initiatives such as Project Galileo and the Athenian Project, and has released a public DNS resolver, 1.1.1.1.

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## Skills

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

### Nice to have
- Cloudflare products
- Fortune 500 companies
- OSI Model
- Application and Network security

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/cloudflare/jobs/8245695?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)