Manages strategic enterprise customer relationships, complex technical escalations, critical incidents, and cross-functional initiatives. Coordinates Support, Engineering, Product, SRE, QA, and Sales to resolve issues, improve adoption, retention, customer satisfaction, and operational performance. Leads customer reviews, incident management, root-cause analysis, postmortems, executive reporting, and corrective actions. Mentors junior technical project managers and establishes support engagement best practices.
Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!
Senior Support Technical Project ManagerAbout 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.
- Demonstrated ability to mentor team members and influence cross-functional teams.
- Strong ownership, problem-solving, prioritization, and execution skills.
Preferred Qualifications
- Experience with Qualys products and platform.
- Experience with Vulnerability Management, VMDR, Cloud Agent, Policy Compliance, or Web Application Security.
- Experience managing major incidents, RCAs, and executive-level customer escalations.
- PMP, CISSP, CISM, CompTIA Security+, or equivalent certification.
- Experience with Jira, Salesforce, Confluence, Gainsight, or similar platforms.
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The salary range for this position is $125,000 - $150,000 per year. Final compensation will be determined based on several factors, including but not limited to skills, relevant experience, and work location. Please note this range reflects base salary and does not include incentive compensation or potential equity grants. We also offer a comprehensive and highly competitive benefits package.
Qualys is an Equal Opportunity Employer, please see our EEO policy.
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