Technical Project Manager

 Join Our Flash Team as a Technical Project Manager!

We are seeking a highly organized and operationally focused Technical Project Manager (TPM) to own the intake, triage, tracking, and reporting of Customer Support tickets and software defects. This role serves as the critical coordination point between Customer Support, Technical Product Management, Product Strategy, QA, and Engineering teams, ensuring that incoming issues are clearly defined, properly prioritized, and routed into the correct engineering pipelines for timely resolution. 

The ideal candidate brings strong technical literacy, a structured project-tracking discipline, and experience operating in Agile or hybrid delivery environments.

At Flash, we empower our employees to innovate, collaborate, and solve impactful challenges. As part of our Santo Domingo team, you’ll work with cutting-edge technologies, drive meaningful product improvements, and contribute to a customer-first culture in a dynamic, fast-growing company!

Location: Santo Domingo, Dominican Republic; Hybrid – 3 days in office

Travel: 0%

Language: Spoken and written fluency in English and Spanish required

 What You'll Do:

• Own Support → Engineering Intake: Serve as the primary owner of intake workflows for customer support tickets, bugs, and production incidents.
• Enforce Ticket Quality Standards: Ensure all tickets meet defined criteria (reproducibility, completeness, severity, expected vs. actual behavior, supporting artifacts) before entering engineering pipelines.
• Drive Ticket Validation & Triage: Partner with Customer Support and QA to refine, validate, and clarify issues prior to engineering engagement.
• Route Work to Engineering Pipelines: Ensure validated tickets are directed to the correct engineering team, backlog, or incident response workflow.
• Manage Bug Lifecycle End-to-End: Oversee progression across all stages: intake → validation → prioritization → grooming → commitment → release → verification.
• Coordinate Pre-Grooming & Prioritization: Facilitate alignment sessions with TPMs and QA to confirm stack ranking, priorities, and identify dependencies or risks.
• Maintain Cross-Team Visibility of Bug Queues: Track active defects across engineering teams, ensuring transparency into backlog health and delivery status.
• .Own Operational Tracking & Reporting:.Maintain centralized dashboards and reporting (Jira, Sheets, BI tools) to monitor performance, risks, and trends.
• Report on Delivery Metrics & KPIs: Deliver regular insights on MTTR, SLA adherence, backlog aging, defect leakage, throughput, and escalation trends.
• Lead Cross-Functional Communication & Incident Coordination: Provide structured updates to Product, Engineering, and Support; coordinate during incidents to track impact, escalation, and resolution progress.

 What You Bring:

• Background in SaaS platforms, payments, IoT / hardware-software ecosystems, or customer-facing transactional systems.
• Experience working closely with Customer Support or Incident Management teams.
• Familiarity with Kanban / Scrumban delivery models.
• Experience supporting multi-team engineering organizations.

Qualifications:

• 3–6+ years of experience in Technical Project Management, Program Management, or Agile Delivery roles.
• Experience working with software defect tracking systems (Jira or similar).
• Strong understanding of bug life