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CloudflareTechnical Account Manager
Cloudflare seeks a Technical Account Manager to manage the post-contract support experience for major enterprise clients. Cloudflare operates a massive global network that accelerates and protects…
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About This Role
Cloudflare seeks a Technical Account Manager to manage the post-contract support experience for major enterprise clients. Cloudflare operates a massive global network that accelerates and protects millions of online properties without requiring hardware, software changes, or code modifications. In this position, you will act as the principal technical liaison, driving service improvements, handling escalations, and guiding customers through configuration optimizations. This role suits professionals with strong leadership, communication, and troubleshooting…
Job Description
Cloudflare seeks a Technical Account Manager to manage the post-contract support experience for major enterprise clients. Cloudflare operates a massive global network that accelerates and protects millions of online properties without requiring hardware, software changes, or code modifications. In this position, you will act as the principal technical liaison, driving service improvements, handling escalations, and guiding customers through configuration optimizations.
This role suits professionals with strong leadership, communication, and troubleshooting abilities who understand Layer 3 and 4 networking. As part of the customer support department, you will collaborate closely with account teams, product developers, and engineering units to ensure high satisfaction levels throughout the partnership lifecycle. The position involves maintaining a comprehensive understanding of client environments, delivering quarterly support reviews, and coordinating rapid incident responses.
Responsibilities
- Act as the main technical support contact for top enterprise customers throughout their partnership lifecycle
- Partner with account executives, customer success representatives, professional services, and external partners during all sales phases
- Gather client feedback to help product and engineering teams identify support hurdles and feature opportunities
- Analyze customer deployment topologies to deliver expert issue resolution and proactive guidance for long-term enhancements
- Prepare and present quarterly support reviews covering service level agreement compliance, ticket drivers, deep dives, and incident summaries
- Manage internal and client-facing escalations while ensuring timely ticket resolutions
- Collaborate with global peers to provide coverage and rapid incident response for critical issues
- Assist in drafting formal documentation and communication reports for major incidents
Requirements
- Minimum of 8 years of professional experience in a customer-facing environment with technical account management duties
- Background working with Fortune 500 companies and interacting with leadership teams
- Fundamental knowledge of internet mechanics including the OSI model, application and network security, and proxy operations
- Familiarity with networking and routing protocols such as BGP, OSPF, IPSec, and GRE
- Practical experience with security technologies such as firewalls, intrusion prevention systems, and denial-of-service protections
- Competency in system integration, multi-vendor setups, and data center deployments
- Ability to travel up to 25 percent of the time
- Ability to work one weekend every quarter
- Authorization to handle software or technology subject to U.S. export control laws without sponsorship for an export license
Qualifications
- Capability to perform basic troubleshooting using tools like traceroute, Wireshark, dig, and cURL to isolate problems for necessary escalation teams
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the location of this role?
The available location listed in the posting is London, UK.
What are the travel and weekend expectations?
The position requires the ability to travel up to 25 percent of the time and work one weekend every quarter.
What experience is required for this position?
Candidates must have at least 8 years of previous experience in a customer-facing team handling technical account management responsibilities.
What is the salary for this position?
The salary is not stated in the job posting.
Sample Interview Questions
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