Senior Technical Account Manager

Available Location: Sydney 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 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.
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 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.
• 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.
• Conduct Quarterly Support Reviews, including SLA adherence, incident reviews, and deep-dive 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.
• Ability to work one weekend per month.

What We're Looking For
We are seeking a highly motivated customer-focused technical expert with the following skills and experience:
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.

This role is an exciting opportunity to be at the forefront of Cloudflare's Enterprise customer experience, helping businesses optimize their network performance and security while shaping the future of our products.