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.
******************************************************************************************************************
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.
Qualys Foster City, California, USA Office
919 E Hillsdale Blvd, Foster City, CA , United States, 94404
Similar Jobs
Healthtech • Sales • Software • Analytics • Conversational AI
Build and operate agentic AI systems for healthcare workflows such as scheduling, referrals, refills, billing, and payment estimation. Own solutions from customer discovery and architecture through production, onboarding, evaluation, incident response, and continuous improvement. Define quality and safety benchmarks, contribute reusable agent foundations, mentor other builders, and develop relationships with healthcare executives. The role combines engineering, product management, project management, and customer-facing responsibilities.
Top Skills:
Agentic SystemsAIAthenaCcaasCliEclinicalworksEpicFedrampHipaaHitrustMcp-Based Tool IntegrationsNextgenRag Pipelines
Cloud • Information Technology • Machine Learning
Manage full-cycle recruiting for internships, new graduate, apprenticeship, and other early-career roles. Build diverse talent pipelines through university partnerships, sourcing, events, and referrals; coordinate interviews, offers, and onboarding; partner with hiring managers and cross-functional teams; maintain recruiting data in Greenhouse and Gem; track funnel metrics; and improve inclusive, scalable recruiting processes.
Top Skills:
GemGreenhouse
Cloud • Information Technology • Machine Learning
Coordinates early-career recruiting for internships, graduate roles, apprenticeships, and entry-level positions. Responsibilities include high-volume interview scheduling, candidate communication, recruiting data maintenance, Greenhouse requisition support, campus event logistics, offer and pre-onboarding coordination, and workflow documentation. Partners with recruiters, hiring managers, Talent Programs, and cross-functional teams to deliver accurate, efficient, and consistent candidate experiences.
Top Skills:
AsanaCandidate.FyiConfluenceGemGoogle WorkspaceGreenhouseSlackZoom
What you need to know about the San Francisco Tech Scene
San Francisco and the surrounding Bay Area attracts more startup funding than any other region in the world. Home to Stanford University and UC Berkeley, leading VC firms and several of the world’s most valuable companies, the Bay Area is the place to go for anyone looking to make it big in the tech industry. That said, San Francisco has a lot to offer beyond technology thanks to a thriving art and music scene, excellent food and a short drive to several of the country’s most beautiful recreational areas.
Key Facts About San Francisco Tech
- Number of Tech Workers: 365,500; 13.9% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Google, Apple, Salesforce, Meta
- Key Industries: Artificial intelligence, cloud computing, fintech, consumer technology, software
- Funding Landscape: $50.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Sequoia Capital, Andreessen Horowitz, Bessemer Venture Partners, Greylock Partners, Khosla Ventures, Kleiner Perkins
- Research Centers and Universities: Stanford University; University of California, Berkeley; University of San Francisco; Santa Clara University; Ames Research Center; Center for AI Safety; California Institute for Regenerative Medicine
