Senior Technical Account Manager
Senior Technical Account Manager
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1 Vacancy
Job Description
At Cloudflare we are on a mission to help build a better Internet. Today the company runs one of the worlds 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 Magazines Top Company Cultures list and ranked among the Worlds Most Innovative Companies by Fast Company.
We realize people do not fit into neat boxes. We are looking for curious and empathetic individuals who are committed to developing themselves and learning new skills and we are ready to help you do that. We cannot complete our mission without building a diverse and inclusive team. We hire the best people based on an evaluation of their potential and support them throughout their time at Cloudflare. Come join us!
Job Location: Mexico City MX
About the Department
The Customer Success 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 hightouch 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 Youll Do
As a Technical Account Manager (TAM) you will own the postsales support experience for Cloudflares 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.
Working closely with Customer Success Account Teams Product and Engineering you will align technical solutions with customer roadmaps and business objectives. This role requires a mix of technical expertise customer service excellence and strategic problemsolving 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 crossfunctional relationships with Product Engineering Account Executives Customer Success Professional Services and Partners to support every phase of the customer journey.
- Collaborate with internal teams to ensure high customer satisfaction delivering worldclass 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 longterm optimizations.
- Conduct Quarterly Support Reviews including SLA adherence incident reviews and deepdive analysis of top ticket drivers.
- 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.
- Ensure timely resolution of support tickets working with backend teams as needed.
- Travel up to 25 of the time to support customer engagements.
- Participate in an oncall weekend rotation once per quarter.
What Were Looking For
We are seeking a highly motivated customerfocused technical expert with the following skills and experience:
Technical Expertise
- Strong understanding of networking and routing protocols (BGP OSPF IPSec GRE etc..
- Experience with security technologies (Firewalls IPS DDoS mitigation WAF).
- Knowledge of system integration multivendor 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 Cloudflares products and a strong desire to help customers succeed.
Customer & Business Acumen
- Minimum 8 years of experience in a customerfacing technical support or account management role.
- Proven ability to work with Fortune 500 companies and senior leadership.
- Strong problemsolving skills ability to work independently and handle multiple priorities.
This role is an exciting opportunity to be at the forefront of Cloudflares Enterprise customer experience helping businesses optimize their network performance and security while shaping the future of our products.
What Makes Cloudflare Special
Were not just a highly ambitious largescale technology company. Were a highly ambitious largescale 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 weve equipped more than 2400 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 Cloudflares enterprise customersat no cost.
Athenian Project: In 2017 we created the Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free so that their constituents have access to election information and voter registration. Since the project weve provided services to more than 425 local government election websites in 33 states.
1.1.1.1: We released 1.1.1.1 to help fix the foundation of the Internet by building a faster more secure and privacycentric public DNS resolver. This is available publicly for everyone to use it is the first consumerfocused service Cloudflare has ever released. Heres the deal we dont store client IP addresses never ever. We will continue to abide by our privacy commitment and ensure that no user data is sold to advertisers or used to target consumers.
Sound like something youd like to be a part of Wed love to hear from you!
This position may require access to information protected under U.S. export control laws including the U.S. Export Administration Regulations. Please note that any offer of employment may be conditioned on your authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license.
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 persons 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 tell us if you require a reasonable accommodation to apply for a job. Examples of reasonable accommodations include but are not limited to changing the application process providing documents in an alternate format using a sign language interpreter or using specialized equipment. If you require a reasonable accommodation to apply for a job please contact us via email at or via mail at 101 Townsend St. San Francisco CA 94107.
Required Experience:
Manager
Employment Type
Full Time
