Senior Technical Account Manager (Austin, Seattle, Denver)

About the role

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

Requirements

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.
Strong problem-solving skills, ability to work independently, and handle multiple priorities.

Qualifications

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.

Skills

Passion for Cloudflare’s products and a strong desire to help customers succeed.

Benefits

• Health & Welfare Benefits
• Financial Benefits
• Time Off
• What Makes Cloudflare Special?

Pay

• Seattle based hires: Estimated annual salary of $126,000 - $158,000
• Denver based hires: Estimated annual salary of $114,000 - $143,000

Schedule

• Travel up to 25% of the time to support customer engagements.
• Able to work one weekend per month.