• Serve as primary technical support contact. • 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. • Ability to travel up to 25% of the time. • Ability to work one weekend every quarter. • 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.

Requirements

• Understanding of networking and routing protocols (BGP, OSPF, IPSec, GRE, etc). • Experience in security products and technologies (e.g Firewall, IPS, DDoS). • Experience in system integration and multi-vendor environments & data center deployments. • Basic troubleshooting skills (e.g. traceroute, WireShark, dig, cURL, etc.) towards identifying and escalating to the necessary teams to drive towards a solution. • Minimum 8 years of previous experience in a customer-facing team with technical account management responsibilities. • Have the business acumen of working with Fortune 500 companies and their leadership team. • 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.

Benefits

• Medical/Rx Insurance • Dental Insurance • Vision Insurance • Flexible Spending Accounts • Commuter Spending Accounts • Fertility & Family Forming Benefits • On-demand mental health support and Employee Assistance Program • Global Travel Medical Insurance

Apply Now