JOB SUMMARY

We are seeking a Principal Product Support Technical Project Manager with 15+ years of experience driving high-impact support initiatives, leading complex technical programs, and transforming support organizations at scale. This role is pivotal in aligning technical support strategy with business objectives, enhancing operational resilience, and ensuring best-in-class customer satisfaction in a global, fast-paced environment.

REQUIRED QUALIFICATIONS

• 15+ years of experience in technical project management, enterprise support operations, or engineering leadership roles.
• Extensive experience leading enterprise-grade support initiatives for SaaS, cloud, or platform-based products.
• Deep expertise in managing large-scale incident response, postmortem processes, and global escalation workflows.
• Strong familiarity with cloud-native architectures, APIs, DevOps practices, and enterprise integration challenges.
• Proven ability to operate at both strategic and tactical levels, influencing senior leadership and collaborating cross-functionally.
• Expert knowledge of tools like Jira, Zendesk, Salesforce Service Cloud, PagerDuty, and analytics platforms.
• Exceptional communication, negotiation, and conflict resolution skills.

PREFERRED QUALIFICATIONS

• Bachelor’s or master’s degree in computer science, Engineering, or a related technical field.
• Certifications such as PMP, ITIL Expert, or Agile/Scrum Master.
• Experience leading support transformation initiatives, including mergers, tool migrations, or operational redesigns.
• Background in regulated industries (e.g., fintech, healthcare, government) is a strong plus.

• Strategically lead cross-functional initiatives to scale support capabilities across global teams, improve issue resolution workflows, and drive systemic operational improvements.
• Serve as the executive liaison for critical customer escalations, driving coordination between engineering, product, and support to ensure rapid and effective resolution.
• Partner with engineering and product leadership to influence roadmap priorities based on customer insights and post-incident learnings.
• Lead the development of support frameworks, including incident response protocols, change management processes, and SLA governance.
• Architect and implement data-driven support strategies, using metrics, trend analysis, and root cause investigations to guide continuous improvement.
• Mentor and coach program managers, support leads, and junior TPMs across the organization.
• Champion the implementation of support tools, automation, and self-service innovations to reduce ticket volume and increase efficiency.
• Act as the voice of the customer at the executive level, ensuring product and platform decisions reflect customer impact and long-term satisfaction.