- 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

- 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.
- Robust 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.

Core Competencies

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 Support
- Technical Account Management
- Executive Communication Skills
- Problem-Solving Skills
- Cross-Functional Team Influence

Hard Skills

- Technical Support
- Incident Management
- Cloudflare Products
- Technical Recommendations
- Configuration Health Checks
- Architectural Reviews
- Risk Management
- SLA Adherence
- Technical Documentation
- AI-Driven Tools

Soft Skills

- Customer Empathy
- Ownership Mindset
- Written Communication Skills
- Ability to Manage Multiple Priorities
- Influencing Without Authority

Industry Keywords

- Enterprise Customers
- Fortune 500
- Post-Sales Support
- Proactive Issue Resolution
- Security Best Practices

Tools & Technologies

- AI-Powered Analytics
- Incident Management Workflows
- Technical Risk & Gap Register
- Support Trend Analysis
- Automated Handover Documentation

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📌 Technical Account Manager (City of Sydney)
🏢 Jobtailor
📍 City of Sydney