Technical Account Manager, Network Services

Position Title : Technical Account Manager, Network Services

Job Location : Seattle, WA

About Us

At Cloudflare, we are on a mission to help build a better Internet. Today the company runs one of the worlds largest networks that powers millions of websites and other Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by Cloudflare all have web traffic routed through its intelligent global network, which gets smarter with every request. As a result, they see significant improvement in performance and a decrease in spam and other attacks.

We realize people do not fit into neat boxes. We are looking for curious and empathetic individuals who are committed to developing themselves and learning new skills, and we are ready to help you do that. We cannot complete our mission without building a diverse and inclusive team. We hire the best people based on an evaluation of their potential and support them throughout their time at Cloudflare. Come join us!

About the department

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.

What you’ll do

The Technical Account Manager will own the post‑contract end‑to‑end support experience for Cloudflare’s most strategic customers, to unblock post‑go‑live technical support challenges. They are a dedicated technical primary point of contact for our top‑tier Enterprise customers. TAM responsibilities are to manage and monitor support interactions, serve as an internal advocate for customers, respond to customer escalations, and proactively raise issues as needed. TAMs meet regularly with their respective customer(s) and provide proactive recommendations that support customers’ requirements, roadmap, and ongoing technical needs, partnering with the Customer Success and Account Team members.

To be successful in this role, you must possess strong customer service and leadership skills, be a self‑starter, be committed to ongoing self‑education, be able to collaborate across organizations and have excellent technical problem‑solving skills.

As a TAM aligned with Cloudflare’s Network Services products and with a working understanding of Layer 3 and Layer 4 functionality, you’ll closely engage with customers who integrate these solutions into their Cloudflare configuration, addressing their primary support 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 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 customers’ 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 TAMs to ensure coverage on critical issues.
• Ensure rapid incident response.
• Assist with preparing and communicating CSRs and formal documentation for incidents and major issues.

Examples of desirable skills, knowledge and experience

Compensation

Compensation may be adjusted depending on work location.

Equity

This role is eligible to participate in Cloudflare’s equity plan.

Benefits

Cloudflare offers a complete package of benefits and programs to support you and your family. Our benefits programs can help you pay health care expenses, support caregiving, build capital for the future and make life a little easier and fun! The below is a description of our benefits for employees in the United States, and benefits may vary for employees based outside the U.S.

Health & Welfare Benefits

Financial Benefits

Time Off

What Makes Cloudflare Special?

We are not just a highly ambitious, large‑scale technology company. We are a highly ambitious, large‑scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet.

Sound like something you’d like to be a part of? We’d love to hear from you!

This position may require access to information protected under U.S. export control laws, including the U.S. Export Administration Regulations. Please note that any offer of employment may be conditioned on your authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license.

Cloudflare is proud to be an equal opportunity employer. We are committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness. All qualified applicants will be considered for employment without regard to their, or any other person’s, perceived or actual race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship, age, physical or mental disability, medical condition, family care status, or any other basis protected by law. We are an AA / Veterans / Disabled Employer.

Cloudflare provides reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job. Examples of reasonable accommodations include, but are not limited to, changing the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. If you require a reasonable accommodation to apply for a job, please contact us via e‑mail at hr@cloudflare.com or via mail at 101 Townsend St. San Francisco, CA 94107.

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