Technical Program Manager (Technical Support Engineering)

We are seeking a Technical Program Manager to lead cross-team programs within  the Technical Support Engineering organization. This role sits within Engineering and is responsible for driving structured execution across escalation management, operational improvements and support-facing engineering initiatives. 

The ideal candidate brings structured  execution discipline,  technical fluency, and the ability to align multiple engineering stakeholders to deliver measurable outcomes. 

What you’ll do:

L3 Escalation Program Ownership

• Own day-to-day execution of L3 engineering escalations.
• Drive structured intake, prioritization, and tracking.
• Reduce resolution time and Improve responsiveness through workflow optimisation. 
• Ensure accountability and clear ownership across engineering teams. 

Support Engineering Programs

• Lead Support Engineering initiatives with clear ownership from planning through delivery.
• Drive accountability across contributors and ensure durable adoption of program outcomes.
• Identify process gaps and  implement scalable solutions to improve efficiency and predictability. 

Cross-Functional Coordination

• Lead cross-functional initiatives across Engineering, Product, and GTM.
• Manage cross-team dependencies and surface any risks or blockers early.
• Drive alignment across stakeholders through asynchronous program updates.
• Maintain clarity on dependencies and timelines.

Planning & Operational Rigor

• Support quarterly planning and roadmap tracking.
• Define and track key operational metrics 
• Highlight trends and recommend corrective actions.
• Contribute to capacity and demand planning.
• Build repeatable frameworks  and workflows.

Organizational Partnership

• Partner closely with the Director of Technical Support to translate strategic priorities into executable initiatives. 
• Translate defined goals into structured execution plans with milestones and measurable outcomes. 
• Provide clear reporting on program health and risks.

What we're looking for:

• Bachelor’s degree in Computer Science, Information Systems, Engineering or equivalent practical experience.
• 3 to 5 years of experience leading complex, cross-functional technical programs. .
• Demonstrated experience working closely with software engineering teams.
• Familiarity with software development lifecycles and best practices.
• Demonstrated ability to manage cross-team dependencies.
• Strong written communication and asynchronous program leadership skills. 
• Ability to influence without authority and bring structure without red tape.

Preferred Qualifications:

• Experience leading cross-team programs within cloud-native, DevOps, or infrastructure ecosystems. 
• Experience in support-adjacent or customer-facing technical roles.
• Familiarity with escalation management, ​​incident response, and postmortem processes.
• Experience defining and tracking operational metrics to drive measurable improvements.  Comfortable operating in ambiguity and scaling processes in high-growth environments. 
• Familiarity with analytics and dashboarding tools (e.g. BigQuery, Looker or similar)