Technical Account Manager

Cloudflare

Technical Account Manager responsible for high-touch technical support and issue resolution for Cloudflare’s Enterprise customers. Collaborating with various teams to enhance customer satisfaction and success.

Posted 7/24/2026full-timeSydney • 🇦🇺 AustraliaSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in customer-facing technical support and account management, with a strong focus on building relationships with Enterprise and Fortune 500 customers. Proficient in managing complex technical issues, providing clear communication, and driving high-quality support outcomes.

Highest-signal resume keywords

Customer-Facing Technical SupportTechnical Account ManagementExecutive Communication SkillsProblem-Solving SkillsCross-Functional Team Influence

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportIncident ManagementCloudflare ProductsTechnical RecommendationsConfiguration Health ChecksArchitectural ReviewsRisk ManagementSLA AdherenceTechnical DocumentationAI-Driven Tools

Soft Skills

Customer EmpathyOwnership MindsetWritten Communication SkillsAbility to Manage Multiple PrioritiesInfluencing Without Authority

Tools & Technologies

AI-Powered AnalyticsIncident Management WorkflowsTechnical Risk & Gap RegisterSupport Trend AnalysisAutomated Handover Documentation

Industry Keywords

Enterprise CustomersFortune 500Post-Sales SupportProactive Issue ResolutionSecurity Best Practices

About the role

Key responsibilities & impact

Serve as the primary technical support and escalation contact for assigned Enterprise customers.
Build trusted technical relationships with customer stakeholders, including technical teams, operational leaders, and senior executives.
Collaborate with global Product, Engineering, Support, Customer Success, Account Teams, Professional Services, and Partners.
Own and drive the post-sales technical support experience, ensuring timely, high-quality support outcomes.
Troubleshoot complex technical issues across Cloudflare products and customer environments.
Manage support interactions, drive escalations, coordinate internal response, and ensure clear customer communication during incidents.
Provide clear written and verbal updates, including technical recommendations, incident summaries, escalation updates, RCA follow-ups, and post-incident reports.
Maintain a comprehensive understanding of customer environments, architectures, and Cloudflare deployments to support proactive issue resolution and long-term optimization.
Develop and maintain a rolling Technical Risk & Gap Register for each enterprise account, tracking architectural drift, legacy configurations, operational risks, and emerging security threats.
Prioritize remediation plans with customer stakeholders and help customers align their environments with security, reliability, and performance best practices.
Conduct Quarterly Support Reviews, including SLA adherence, incident reviews, ticket trend analysis, top support drivers, resilience planning, capacity planning, and proactive feature adoption.
Partner with the account team to support strategic customer engagements, including technical planning, roadmap alignment, renewal support, and incident response.
Provide actionable customer feedback to Product and Engineering teams to help shape product improvements.
Partner with Cloudflare’s Threat Intelligence and Product teams to proactively evaluate customer environments against newly discovered vulnerabilities, zero-days, and emerging DDoS vectors.
Ensure defensive configurations and recommended mitigations are deployed ahead of potential exploits where appropriate.
Establish continuous drift-detection workflows to ensure customer configurations do not deviate from established security baselines, compliance standards, or optimal performance thresholds.
Leverage AI-driven tools and workflows to optimize daily operations, including incident summarization, case prioritization, support trend analysis, and automated handover documentation.
Utilize AI-powered analytics to conduct proactive configuration health checks and architectural reviews, identifying systemic risks and strategic infrastructure optimization opportunities.
Streamline the creation of technical documentation, including HLDs, LLDs, technical recommendations, customer-facing summaries, and post-incident reports.
Deploy AI-assisted incident management workflows to improve communication precision, including impact assessment, automated status updates, and rapid synthesis of complex technical event details.
Act as a point of escalation during business hours and provide backup support for global TAMs in other time zones when required.
Work one weekend per month as part of the TAM coverage model.
Travel up to 25% of the time to support customer engagements.

Requirements

What you’ll need

Minimum 8 years of experience in a customer-facing technical support, technical account management, solutions engineering, customer success engineering, or account management role.
Proven ability to work with Enterprise and Fortune 500 customers.
Strong executive communication skills, with the ability to explain complex technical issues clearly to both technical and non-technical stakeholders.
Strong customer-facing written communication skills, including the ability to produce incident summaries, technical recommendations, executive updates, and post-incident follow-ups.
Ability to manage multiple customer priorities, escalations, and internal workstreams at the same time.
Strong problem-solving skills and ability to work independently in a fast-moving environment.
Ability to influence cross-functional teams without direct authority.
Strong ownership mindset, customer empathy, and commitment to delivering high-quality outcomes.

Benefits

Comp & perks

Health insurance
401(k) matching
Flexible work hours
Paid time off
Professional development opportunities