Technical Account Manager

• 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.

• Work closely with engineering teams, sales, RMA department, production, and various internal/external organizations in supporting the customers
• Introduce service programs to the customers and periodically (or on demand) follow up with the customers for operations review, etc.
• Solve issues/challenges escalated by help desk and field engineers and if the issue requires further escalations work with various engineering teams and drive to the resolution
• Monitor the assigned accounts to make sure that service cases do not fall into gaps and are followed up timely. This position will manage primarily 1 very large customer, so significant experience is required
• Gather and compile technical support documentations for training help desk and field engineers
• Manage various escalations from the customers and direct them appropriately
• Visit customers to understand customer’s requirements and present service solutions (often accompanied by sales)
• Plan and coordinate onsite integration activities
• Ability to lift up to 40 lbs. and ability to utilize a “buddy system” for products weighing more than 50 lbs.
• Travel is required (up to 25%)

• Natterbox is looking for a driven and technically curious Technical Account Manager to join our team in Australia.
• This hybrid TAM and Professional Services role sits at the intersection of customer account management, technical delivery, and business process consulting.
• You will be a primary technical partner for a portfolio of customers across the Asia-Pacific and US West Coast markets - ensuring they extract maximum value from the Natterbox platform, resolving complex challenges, and identifying opportunities to grow and deepen engagement.

• You’ll participate in the FASTER Program, a comprehensive 12-month onboarding and development program designed to provide you with the deep technical knowledge, customer engagement skills, and industry insights needed to excel.
• You'll gain hands-on experience with Red Hat's portfolio, learn from seasoned experts, and contribute to real-world customer solutions from day one.
• Discover all about Red Hat and how we support our customers in addressing their technical, developmental, and strategic business challenges with our comprehensive portfolio and services.
• Build a strong support network of your Peers, Manager, Mentor, and other Red Hatters within and outside of your team.
• Develop technical skills in the Red Hat portfolio that span Cloud, Automation, and AI solutions by completing training programs and attaining industry-recognized certifications.
• Shadow and assist more experienced members as they deliver strategic technical and architectural guidance to key customers.
• Enhance your professional capabilities through real-world experiences working directly with customers and participating in skill development opportunities.
• Support the Sales organizations’ goals to deliver customer business value, building enterprise IT solutions based on Red Hat platforms that create a trusted, consistent, and comprehensive foundation for any enterprise.
• Respond to customer inquiries and requests, following established procedures.
• Document customer interactions and track issue resolution progress in designated systems.
• Escalate complex technical issues to senior team members for guidance and resolution.
• Participate in internal training programs to develop product knowledge and technical skills.
• Perform customer onboarding and account maintenance tasks with the assistance of senior team members.
• Proactively identify and document known solutions for common technical challenges.
• Contribute to the creation and maintenance of knowledge base articles and support documentation.

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Junior Technical Account Manager, Linux