Senior Technical Account Manager (Austin, Seattle, Denver)

About Us 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 About the Department The Technical Account Team plays a crucial role in ensuring a seamless experience for Cloudflare users, ranging from individual developers to Fortune 500 enterprises. By providing expert technical support and resolving complex issues across multiple channels, the team enhances customer satisfaction and drives product improvement. At Cloudflare, Technical Account Managers (TAMs) serve as trusted advisors, delivering high-touch technical guidance and advocacy for our top Enterprise customers. Acting as the eyes and ears of the company, TAMs capture valuable customer insights to influence service enhancements and future product development. What You'll Do As a Technical Account Manager, you will own the post-sales support experience for Cloudflare’s largest Enterprise customers, ensuring smooth operations and proactive technical guidance. As the primary technical point of contact, you will manage support interactions, troubleshoot issues, drive escalations, and advocate for customer needs. You will act as an architectural governance partner, continuously mapping customer environments against industry best practices and Cloudflare's Well-Architected framework. By proactively identifying security gaps, single points of failure, and performance bottlenecks, you will prevent incidents before they impact production. Working closely with Customer Success, Account Teams, Product, Engineering, and partnering with Customer Support, you will align technical solutions with customer roadmaps and business objectives. This role requires a mix of technical expertise, customer service excellence, and strategic problem-solving to ensure high customer satisfaction and retention. For TAMs specializing in Network Services, you will focus on optimizing customer Cloudflare configurations, ensuring the reliability and security of their network infrastructure. 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 reviewing future-state resilience, capacity planning, and proactive feature adoption. - Act as a point of escalation during business hours and provide b