Senior Technical Account Manager (Austin, Seattle, Denver)

Навыки

• Резервное копирование
• BGP / OSPF
• CJM / JTBD
• Общение с клиентами
• DNS / DHCP
• Форензика и реагирование
• IDS / IPS

О компании и продукте

• At Cloudflare, we are on a mission to help build a better Internet. Today the company runs one of the world’s 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. Cloudflare was named to Entrepreneur Magazine’s Top Company Cultures list and ranked among the World’s Most Innovative Companies by Fast Company.
• At Cloudflare, we’re not looking for people who wait for a polished roadmap; we’re looking for the builders who see the cracks in the Internet that everyone else has simply learned to live with. We value candidates who have the instinct to spot a "normalized" problem and the AI-native curiosity to create a solution using the latest tools. Our culture is built on iteration, leveraging AI to ship faster today to make it better tomorrow, while ensuring that every improvement, no matter how small, is shared across the team to lift everyone up. If you’re the type of person who values curiosity over bureaucracy, and that AI is a partner in solving tough problems to keep the Internet moving forward, you’ll fit right in.
• Available Locations: Austin, Seattle, Denver

Задачи

• Serve as the primary technical support contact for assigned Enterprise customers
• Build and maintain strong cross-functional relationships with Product, Engineering, Account Executives, 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

Требования

• 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

Будет плюсом

• We are seeking a highly motivated customer-focused technical expert with the following skills and experience
• Technical Expertise
• 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
• Customer & Business Acumen
• 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
• Compensation
• Compensation may be adjusted depending on work location
• This role is eligible to participate in Cloudflare’s equity plan

Условия

• 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
• Medical/Rx Insurance
• Dental Insurance
• Vision Insurance
• Flexible Spending Accounts
• Commuter Spending Accounts
• Fertility & Family Forming
• On-demand mental health support and Employee Assistance Program
• Global Travel Medical Insurance
• Financial
• Short and Long Term Disability Insurance
• Life & Accident Insurance
• 401(k) Retirement Savings Plan
• Employee Stock Participation Plan
• Time Off
• Flexible paid time off covering vacation and sick leave
• Leave programs, including parental, pregnancy health, medical, and bereavement leave
• What Makes Cloudflare Special?
• We’re not just a highly ambitious, large-scale technology company
• We’re 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
• Project Galileo : Since 2014, we've equipped more than 2,400 journalism and civil society organizations in 111 countries with powerful tools to defend themselves against attacks that would otherwise censor their work, technology already used by Cloudflare’s enterprise customers--at no cost

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