Job Description
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Serve as the primary technical support and escalation contact for assigned Enterprise customers.
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Build trusted technical relationships with customer stakeholders, including technical teams, operational leaders, and senior executives.
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Collaborate with global Product, Engineering, Support, Customer Success, Account Teams, Qualified Services, and Partners.
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Own and drive the post-sales technical support experience, ensuring timely, high-quality support outcomes.
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Troubleshoot complex technical issues across Cloudflare products and customer environments.
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Manage support interactions, drive escalations, coordinate internal response, and ensure clear customer communication during incidents.
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Provide clear written and verbal updates, including technical recommendations, incident summaries, escalation updates, RCA follow-ups, and post-incident reports.
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Maintain a comprehensive understanding of customer environments, architectures, and Cloudflare deployments to support proactive issue resolution and long-term optimization.
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Develop and maintain a rolling Technical Risk & Gap Register for each enterprise account, tracking architectural drift, legacy configurations, operational risks, and emerging security threats.
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Prioritize remediation plans with customer stakeholders and help customers align their environments with security, reliability, and performance best practices.
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Conduct Quarterly Support Reviews, including SLA adherence, incident reviews, ticket trend analysis, top support drivers, resilience planning, capacity planning, and proactive feature adoption.
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Partner with the account team to support strategic customer engagements, including technical planning, roadmap alignment, renewal support, and incident response.
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Provide actionable customer feedback to Product and Engineering teams to help shape product improvements.
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Partner with Cloudflare's Threat Intelligence and Product teams to proactively evaluate customer environments against newly discovered vulnerabilities, zero-days, and emerging DDoS vectors.
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Ensure defensive configurations and recommended mitigations are deployed ahead of potential exploits where appropriate.
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Establish continuous drift-detection workflows to ensure customer configurations do not deviate from established security baselines, compliance standards, or optimal performance thresholds.
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Leverage AI-driven tools and workflows to optimize daily operations, including incident summarization, case prioritization, support trend analysis, and automated handover documentation.
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Utilize AI-powered analytics to conduct proactive configuration health checks and architectural reviews, identifying systemic risks and strategic infrastructure optimization opportunities.
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Streamline the creation of technical documentation, including HLDs, LLDs, technical recommendations, customer-facing summaries, and post-incident reports.
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Deploy AI-assisted incident management workflows to improve communication precision, including impact assessment, automated status updates, and rapid synthesis of complex technical event details.
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Act as a point of escalation during business hours and provide backup support for global TAMs in other time zones when required.
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Work one weekend per month as part of the TAM coverage model.
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Travel up to 25% of the time to support customer engagements.
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Requirements
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Minimum 8 years of experience in a customer-facing technical support, technical account management, solutions engineering, customer success engineering, or account management role.
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Proven ability to work with Enterprise and Fortune 500 customers.
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Strong executive communication skills,



with the ability to explain complex technical issues clearly to both technical and non-technical stakeholders.
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Strong customer-facing written communication skills, including the ability to produce incident summaries, technical recommendations, executive updates, and post-incident follow-ups.
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Ability to manage multiple customer priorities, escalations, and internal workstreams at the same time.
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Strong problem-solving skills and ability to work independently in a fast-moving environment.
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Ability to influence cross-functional teams without direct authority.
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Strong ownership mindset, customer empathy, and commitment to delivering high-quality outcomes.
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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.
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Highest-signal resume keywords
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Customer-Facing Technical Support
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Technical Account Management
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Executive Communication Skills
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Problem-Solving Skills
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Cross-Functional Team Influence
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Hard Skills
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Technical Support
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Incident Management
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Cloudflare Products
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Technical Recommendations
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Configuration Health Checks
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Architectural Reviews
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Risk Management
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SLA Adherence
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Technical Documentation
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AI-Driven Tools
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Soft Skills
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Customer Empathy
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Ownership Mindset
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Written Communication Skills
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Ability to Manage Multiple Priorities
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Influencing Without Authority
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Industry Keywords
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Enterprise Customers
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Fortune 500
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Post-Sales Support
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Proactive Issue Resolution
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Security Best Practices
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Tools & Technologies
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AI-Powered Analytics
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Incident Management Workflows
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Technical Risk & Gap Register
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Support Trend Analysis
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Automated Handover Documentation
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#J-*****-Ljbffr

📌 Technical Account Manager (New South Wales)
🏢 Jobtailor
📍 New South Wales