Technical Account Manager (US/CA)

Stripe

WHO WE ARE ABOUT STRIPE Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone’s reach while doing the most important work of your career. About the team As a member of the Partner Solutions Architecture (PSA) team, you will be responsible for providing technical guidance to Stripe’s partners. Our goal is to drive growth through co-solutioning, education and enablement with our partner organization. The right candidate will be a critical technical liaison to the Stripe Partner Development Manager. This will involve creating comprehensive technical business plans for Partners, including identifying, incubating and bringing to market service/solution offerings built on or with Stripe. A Partner Solution Architect is someone who is intellectually curious, motivated to win, open and entrepreneurial. What you’ll do As a member of the team, PSAs build highly consultative trusted relationships with executives and technical decision makers in the customer’s organisation to provide business and technical thought leadership, and become a trusted advisor in solving mission-critical business challenges. We architect business models with them so they can drive new monetization opportunities and growth. Responsibilities: * Work with key partners to build out their Stripe capabilities and solutions to grow their business and drive non-linear growth * Develop and execute enablement plans * Be at the forefront of technical discussions & solution deep-dives with partners on the value Stripe can provide to their clients * Engage with CTOs, engineering & other technical leads at key partners to share technology roadmaps, demonstrate the latest innovations, and define a solution strategy to expand the partnership revenue * Communicate success internally through QBRs, etc. * Provide oversight, guidance, and assistance during the partners sales process to ensure mutual success in joint opportunities * Educate the Stripe sales team on key partner solutions and capabilities * Serve as an advocate for key partners within specific sales regions and identify areas for sales partnership * Collaborate on technical content (sample code, demos, etc.) to show partners how to implement specific use cases or best practices * Provide Partner-focused guidance on Stripe’s product through feedback Who you are We’re looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement. Requirements * 10+ years of experience in a similar customer-facing engineering role such as solution consultant, solutions architect, sales engineer, for a global software enterprise. * Strong technical acumen in API integrations, SaaS platforms, and enterprise architectures, with particular emphasis on order-to-cash processes and billing systems * Extensive experience with subscription, billing, and payment solutions * Solid understanding of financial infrastructure industry trends and emerging technologies * Experience co-selling and co-solutioning with go-to-market partners. * Executive engagement skills and presence, with an ability to establish strong relationships with key decision makers and build credibility at all levels. * Effective group-facilitation skills and confidence in proposing and leading customer meetings to gain strategic footing and pursue opportunities. * Thorough understanding of the software development lifecycle and API architecture. * Outstanding spoken and written communication skills, presentation skills, and confidence in explaining complex concepts to both technical and non-technical audiences. * Ability to learn Stripe solutions such as Payments, Billing, Connect, and more. * Ability to understand how a wide variety of applications such as ERP, CRM, Billing, Tax and legacy systems interact with each other in an enterprise technology ecosystem.  * Strong organizational and time management skills and the ability to juggle competing priorities while working with multiple strategic opportunities and customers. * Strategic and creative thinker who can proactively identify challenges and maintain a positive approach when facing difficult obstacles.

Cloudflare

About Us At Cloudflare, we are on a mission to help build a better Internet. Today the company runs one of the world’s largest networks that powers millions of websites and other Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by Cloudflare all have web traffic routed through its intelligent global network, which gets smarter with every request. As a result, they see significant improvement in performance and a decrease in spam and other attacks. Cloudflare was named to Entrepreneur Magazine’s Top Company Cultures list and ranked among the World’s Most Innovative Companies by Fast Company.  At Cloudflare, we’re not looking for people who wait for a polished roadmap; we’re looking for the builders who see the cracks in the Internet that everyone else has simply learned to live with. We value candidates who have the instinct to spot a "normalized" problem and the AI-native curiosity to create a solution using the latest tools. Our culture is built on iteration, leveraging AI to ship faster today to make it better tomorrow, while ensuring that every improvement, no matter how small, is shared across the team to lift everyone up. If you’re the type of person who values curiosity over bureaucracy, and that AI is a partner in solving tough problems to keep the Internet moving forward, you’ll fit right in. JOB LOCATION: WASHINGTON DC ABOUT THE DEPARTMENT The Customer Support Team resolves complex issues and answers technical inquiries across various channels, supporting users from individual bloggers to global enterprises. At Cloudflare, Technical Account Managers (TAMs) provide high-level support, ensuring a seamless customer experience. As the eyes and ears of the company, TAMs relay customer feedback to drive service improvements and future product development. WHAT YOU'LL DO The Technical Account Manager (TAM) owns the post-contract support experience for Cloudflare’s top Enterprise customers, ensuring smooth operations and resolving technical challenges. As the primary technical contact, the TAM manages support interactions, escalations, and proactively advocates for customer needs. Collaborating with Customer Success and Account teams, they provide recommendations aligned with customer roadmaps and technical requirements. Success in this role requires strong customer service, leadership, and problem-solving skills, along with a solid understanding of Layer 3 and 4 networking. TAMs specializing in Network Services work closely with customers to optimize their Cloudflare configurations and address key support needs. RESPONSIBILITIES * 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. EXAMPLES OF DESIRABLE SKILLS, KNOWLEDGE AND EXPERIENCE * 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. COMPENSATION Compensation may be adjusted depending on work location. * For New York City, New Jersey, Washington, Washington D.C. and California (excluding Bay Area) based hires: Estimated annual salary of $$124,000-168,000$$  EQUITY This role is eligible to participate in Cloudflare’s equity plan. BENEFITS Cloudflare offers a complete package of benefits and programs to support you and your family.  Our benefits programs can help you pay health care expenses, support caregiving, build capital for the future and make life a little easier and fun!  The below is a description of our benefits for employees in the United States, and benefits may vary for employees based outside the U.S. HEALTH & WELFARE 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 FINANCIAL BENEFITS * Short and Long Term Disability Insurance * Life & Accident Insurance * 401(k) Retirement Savings Plan * Employee Stock Participation Plan TIME OFF * Flexible paid time off covering vacation and sick leave * Leave programs, including parental, pregnancy health, medical, and bereavement leave     What Makes Cloudflare Special? We’re not just a highly ambitious, large-scale technology company. We’re a highly ambitious, large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet. Project Galileo: Since 2014, we've equipped more than 2,400 journalism and civil society organizations in 111 countries with powerful tools to defend themselves against attacks that would otherwise censor their work, technology already used by Cloudflare’s enterprise customers--at no cost. Athenian Project: In 2017, we created the Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free, so that their constituents have access to election information and voter registration. Since the project, we've provided services to more than 425 local government election websites in 33 states. 1.1.1.1: We released 1.1.1.1 to help fix the foundation of the Internet by building a faster, more secure and privacy-centric public DNS resolver. This is available publicly for everyone to use - it is the first consumer-focused service Cloudflare has ever released. Here’s the deal - we don’t store client IP addresses never, ever. We will continue to abide by our privacy commitment and ensure that no user data is sold to advertisers or used to target consumers. Sound like something you’d like to be a part of? We’d love to hear from you! Please note that applicants who progress to the offer stage of the interview process may be asked to attend an in-person interview within one of the Cloudflare Offices or Cloudflare Hubs.  More details about this will be available at that stage of the interview process. This position may require access to information protected under U.S. export control laws, including the U.S. Export Administration Regulations. Please note that any offer of employment may be conditioned on your authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license. Cloudflare is proud to be an equal opportunity employer.  We are committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness.  All qualified applicants will be considered for employment without regard to their, or any other person's, perceived or actual race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship, age, physical or mental disability, medical condition, family care status, or any other basis protected by law. We are an AA/Veterans/Disabled Employer. Cloudflare provides reasonable accommodations to qualified individuals with disabilities.  Please tell us if you require a reasonable accommodation to apply for a job. Examples of reasonable accommodations include, but are not limited to, changing the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.  If you require a reasonable accommodation to apply for a job, please contact us via e-mail at hr@cloudflare.com or via mail at 101 Townsend St. San Francisco, CA 94107.

Cloudflare

About Us At Cloudflare, we are on a mission to help build a better Internet. Today the company runs one of the world’s largest networks that powers millions of websites and other Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by Cloudflare all have web traffic routed through its intelligent global network, which gets smarter with every request. As a result, they see significant improvement in performance and a decrease in spam and other attacks. Cloudflare was named to Entrepreneur Magazine’s Top Company Cultures list and ranked among the World’s Most Innovative Companies by Fast Company.  At Cloudflare, we’re not looking for people who wait for a polished roadmap; we’re looking for the builders who see the cracks in the Internet that everyone else has simply learned to live with. We value candidates who have the instinct to spot a "normalized" problem and the AI-native curiosity to create a solution using the latest tools. Our culture is built on iteration, leveraging AI to ship faster today to make it better tomorrow, while ensuring that every improvement, no matter how small, is shared across the team to lift everyone up. If you’re the type of person who values curiosity over bureaucracy, and that AI is a partner in solving tough problems to keep the Internet moving forward, you’ll fit right in. AVAILABLE LOCATIONS * Seoul, South Korea ABOUT THE ROLE The Technical Account Team plays a crucial role in ensuring a seamless experience for Cloudflare users, ranging from individual developers to Fortune 500 enterprises. By providing expert technical guidance, proactive support, and complex issue resolution across multiple channels, the team enhances customer satisfaction, strengthens customer trust, and drives product improvement. At Cloudflare, Technical Account Managers serve as trusted advisors to our top Enterprise customers. TAMs deliver high-touch technical guidance, customer advocacy, and operational support across the customer lifecycle. Acting as the eyes and ears of the company, TAMs capture valuable customer insights and work closely with internal teams to influence service enhancements and future product development. This role is an exciting opportunity to be at the forefront of Cloudflare’s Enterprise customer experience in South Korea. As a Senior Technical Account Manager, you will help some of the region’s most important businesses improve their network performance, security posture, resilience, and operational maturity while directly influencing the future of Cloudflare’s products and services. RESPONSIBILITIES * As a Senior Technical Account Manager, you will own the post-sales technical support experience for Cloudflare’s largest Enterprise customers in South Korea. You will serve as the primary technical point of contact for assigned customers, helping them operate Cloudflare solutions successfully, resolve complex issues, and continuously improve the security, reliability, and performance of their environments. * You will act as an architectural governance partner, continuously mapping customer environments against industry best practices and Cloudflare’s Well-Architected framework. By proactively identifying security gaps, single points of failure, configuration drift, and performance bottlenecks, you will help prevent incidents before they impact production. * Working closely with Customer Success, Account Teams, Product, Engineering, Professional Services, Partners, and Customer Support, you will align technical solutions with customer roadmaps and business objectives. This role requires a strong mix of technical expertise, customer service excellence, executive communication, and strategic problem-solving to ensure high customer satisfaction, retention, and long-term success. * For TAMs specializing in Network Services, you will focus on optimizing customer Cloudflare configurations and ensuring the reliability, performance, and security of their network infrastructure. * Serve as the primary technical support and escalation contact for assigned Enterprise customers in South Korea. * Build trusted technical relationships with customer stakeholders, including technical teams, operational leaders, and senior executives. * Communicate effectively in Korean with Korean-speaking enterprise customers and stakeholders. * Collaborate in English 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. DESIRABLE SKILLS, KNOWLEDGE, AND EXPERIENCE * We are seeking a highly motivated, customer-focused technical expert who can combine deep technical knowledge with strong customer advocacy, communication, and business judgment. TECHNICAL EXPERTISE * Strong understanding of networking concepts, including Layer 7 technologies and routing protocols such as BGP, OSPF, IPSec, and GRE. * Experience with security technologies, including Firewalls, IPS, DDoS mitigation, WAF, and application security controls. * Experience with cloud, SaaS, CDN, edge networking, or security platforms. * Knowledge of system integration, multi-vendor environments, and data center deployments. * Proficiency with diagnostic and troubleshooting tools, including traceroute, Wireshark, dig, cURL, logs, packet captures, and browser developer tools. * Familiarity with the OSI Model, proxies, HTTP, DNS, TLS/SSL, application security, and network security. * Ability to analyze complex technical issues, identify root causes, and provide practical remediation guidance. * Passion for Cloudflare’s products and a strong desire to help customers succeed. CUSTOMER & BUSINESS ACUMEN * 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. * Strong 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. * This role is based in Seoul, South Korea. * Fluency in Korean is required to support Korean-speaking enterprise customers and stakeholders. * Business-level English proficiency is required to collaborate effectively with global Product, Engineering, Support, Customer Success, and Account teams. What Makes Cloudflare Special? We’re not just a highly ambitious, large-scale technology company. We’re a highly ambitious, large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet. Project Galileo: Since 2014, we've equipped more than 2,400 journalism and civil society organizations in 111 countries with powerful tools to defend themselves against attacks that would otherwise censor their work, technology already used by Cloudflare’s enterprise customers--at no cost. Athenian Project: In 2017, we created the Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free, so that their constituents have access to election information and voter registration. Since the project, we've provided services to more than 425 local government election websites in 33 states. 1.1.1.1: We released 1.1.1.1 to help fix the foundation of the Internet by building a faster, more secure and privacy-centric public DNS resolver. This is available publicly for everyone to use - it is the first consumer-focused service Cloudflare has ever released. Here’s the deal - we don’t store client IP addresses never, ever. We will continue to abide by our privacy commitment and ensure that no user data is sold to advertisers or used to target consumers. Sound like something you’d like to be a part of? We’d love to hear from you! Please note that applicants who progress to the offer stage of the interview process may be asked to attend an in-person interview within one of the Cloudflare Offices or Cloudflare Hubs.  More details about this will be available at that stage of the interview process. This position may require access to information protected under U.S. export control laws, including the U.S. Export Administration Regulations. Please note that any offer of employment may be conditioned on your authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license. Cloudflare is proud to be an equal opportunity employer.  We are committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness.  All qualified applicants will be considered for employment without regard to their, or any other person's, perceived or actual race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship, age, physical or mental disability, medical condition, family care status, or any other basis protected by law. We are an AA/Veterans/Disabled Employer. Cloudflare provides reasonable accommodations to qualified individuals with disabilities.  Please tell us if you require a reasonable accommodation to apply for a job. Examples of reasonable accommodations include, but are not limited to, changing the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.  If you require a reasonable accommodation to apply for a job, please contact us via e-mail at hr@cloudflare.com or via mail at 101 Townsend St. San Francisco, CA 94107.