Technical Account Manager

Summary

Join Cloudflare's Customer Support Team as a Technical Account Manager (TAM) specializing in Zero Trust solutions. You will be the primary technical contact for strategic enterprise customers, providing post-contract support and addressing technical challenges. Responsibilities include managing support interactions, advocating for customers, escalating issues, and proactively offering recommendations. This role requires strong customer service, leadership, and technical problem-solving skills, along with experience in customer-facing roles and Zero Trust technologies. The position offers the opportunity to collaborate with cross-functional teams and contribute to product improvement. Location is flexible, with options in Lisbon, Portugal or remote in Sweden.

Requirements

• Minimum 8 years of previous experience in a customer-facing team with technical account management or technical support responsibilities
• Ability to travel up to 25% of the time
• Ability to work one weekend every quarter

Responsibilities

• Serve as primary technical support contact, including for all break/fix scenarios
• Document and maintain technical profiles for customers to ensure a globally consistent and smooth support experience
• Maintain a cooperative relationship with all cross-functional resources, such as product, engineering, and customer account teams comprising Account Executives, Customer Success, Professional Services, and Partners throughout every sales phase
• Collaborate with the Account Team, as well as Engineering and Product, to help ensure high customer satisfaction by providing world-class dedicated support throughout the entire life of the customer partnership
• Provide product and engineering teams with customer feedback to help identify Support challenges and opportunities
• Have a holistic and dynamic view of customer’s environment and use of Cloudflare products, including the customer deployment topology, expert resolution for all support issues, and proactive advice for long-term improvements
• Create and deliver Quarterly Support Reviews including SLA adherence, top ticket drivers, ticket deep dives, and incident reviews
• Proactively engage with the account team during strategic deal closure and throughout the lifecycle of the customer
• Point of escalation during business hours, and backup point of escalation for Cloudflare TAMs in other regions during their off hours
• Understand client sentiment, own internal and customer facing escalations, and provide product support
• Ensure support tickets are solved in a timely manner
• Maintain and expand working technical knowledge of Cloudflare products
• Single threaded owner of technical support issues, working with backend teams as needed
• Work with global TAM’s to ensure coverage on critical issues
• Ensure rapid Incident response
• Assist with preparing and communicating CSRs and formal documentation for incidents and major issues

Preferred Qualifications

• Previous experience in SASE or Zero Trust
• Knowledge of and/or experience with Cloudflare Zero Trust Network Access (ZTNA) solutions and concepts such as Access, Gateway, WARP, and Browser Isolation (or equivalents), and more
• Understanding of customer network and application architectures, including VPN and remote access challenges
• Detailed understanding of workflow from user to application including hybrid architectures with Azure, AWS, GCP
• Have the business acumen of working with Fortune 500 companies and their leadership team
• Basic technical troubleshooting skills and methodologies towards identifying and escalating to the necessary teams to drive towards a solution
• Fundamental understanding of how the Internet works, e.g. the OSI Model, Application and Network security, what a proxy is and how it works
• Passionate about Cloudflare products, helping customers, and building strong relationships across organizations