Senior Technical Support Project Manager

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Senior Support Technical Project Manager

About the Role

We are looking for a Senior Support Technical Project Manager (Senior Support TPM) to manage strategic enterprise customer engagements, complex technical escalations, and cross-functional initiatives. This role serves as a trusted technical partner to customers while coordinating with Support, Engineering, Product Management, SRE/Operations, QA, and Sales to drive timely resolution and improve the overall customer experience.

The Senior Support TPM will also mentor junior TPMs, drive operational improvements, and help establish best practices across the global Support TPM organization.

Key Responsibilities

• Own strategic customer relationships and drive successful technical outcomes, adoption, retention, and customer satisfaction.
• Lead complex customer escalations, product defects, feature requests, and critical incidents from identification through resolution.
• Coordinate cross-functional teams including Support, Engineering, Product, SRE/Operations, QA, and Sales.
• Understand customer environments and translate technical issues into business impact, priorities, and actionable plans.
• Drive customer meetings, technical reviews, MBRs/QBRs, project tracking, and executive communications.
• Lead incident management, RCA, postmortem, and corrective-action processes for critical customer issues.
• Track customer health, sentiment, risks, escalations, renewals, and expansion opportunities.
• Partner with Sales to support renewals, expansion, and product adoption.
• Mentor and coach TPMs on technical engagement, escalation management, communication, and customer management.
• Identify and drive improvements to Support/TPM processes, tools, reporting, and customer experience.
• Provide executive-level reporting and insights on customer health, risks, escalations, and operational performance.

Required Qualifications

• 7+ years of experience in customer-facing technical roles such as Technical Customer Success, Technical Project Management, or Technical Support.
• 5+ years of experience in SaaS, cloud, or enterprise technology environments.
• Strong experience managing enterprise customers and complex technical escalations.
• Experience working across Support, Engineering, Product Management, Operations/SRE, QA, and Sales.
• Strong understanding of cybersecurity and enterprise IT environments.
• Familiarity with Vulnerability Management, PCI, NIST, Web Application Security, or related technologies.
• Excellent technical, communication, presentation, project management, and stakeholder management skills.