Senior Technical Account Manager (Austin, Seattle, Denver)

Cloudflare; Denver (CO); On-site; USD 114,000 - 143,000; Full time

Benefits offered by this job

Medical/Rx Insurance

Flexible paid time off

Employee Stock Participation Plan

Job summary

Cloudflare is seeking a technical support professional based in Denver. The role involves serving as the primary contact for Enterprise customers, optimizing operations with AI tools, and collaborating with internal teams to ensure high customer satisfaction.

Candidates must have a minimum of 8 years experience in technical support or account management, with proven success working with Fortune 500 companies. The estimated salary range for this position is $114,000 – $143,000 annually.

Qualifications

• Minimum 8 years of experience in a customer-facing, technical support, or account management role.
• Experience with Fortune 500 companies and senior leadership.
• Strong problem-solving skills and ability to handle multiple priorities.

Responsibilities

• Serve as the primary technical support contact for assigned Enterprise customers.
• Build strong relationships with cross-functional teams.
• Leverage AI-driven tools to optimize operations.
• Conduct Quarterly Support Reviews with customers.
• Ensure timely resolution of support tickets.

Skills

Networking concepts

Security technologies

System integration

Troubleshooting tools

OSI Model familiarity

Customer advocacy

Job description

Key Responsibilities

• 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 as 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.

What We’re Looking For

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

• 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.

Compensation

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

Equity

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

Benefits

• Health & Welfare Benefits
  • Medical/Rx Insurance
  • Dental Insurance
  • Vision Insurance
  • Flexible Spending Accounts
  • Commuter Spending Accounts
  • Fertility & Family Forming Benefits
  • On‑demand mental health support and Employee Assistance Program
  • Global Travel Medical Insurance
• Financial Benefits
  • 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

EEO Statement

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 contact us at [e-mail] or 101 Townsend St., San Francisco, CA 94107 for assistance.