Senior Enterprise Support TPM - Lead Strategic Escalations

Qualys; Foster City (CA); On-site; USD 125,000 - 150,000; Full time

Job summary

Qualys, located in Foster City, CA, seeks a Senior Support Technical Project Manager to lead strategic customer engagements and cross-functional initiatives. You will manage complex escalations, coordinate with Support, Engineering, Product, and Sales, and mentor junior TPMs to improve customer outcomes.

The role emphasizes executive communication, incident management, and driving adoption, retention, and expansion for enterprise customers in a security-focused SaaS environment.

Qualifications

• 7+ years in customer-facing technical roles (SS/CS/PM/TS).
• 5+ years in SaaS, cloud, or enterprise technology environments.
• Experience working with Support, Engineering, Product, Sales.

Responsibilities

• Own strategic customer relationships and drive technical outcomes.
• Lead complex customer escalations, defects, and incidents from identification through resolution.
• Coordinate cross-functional teams (Support, Engineering, Product, SRE/QA, Sales).
• Mentor TPMs and drive improvements to processes and reporting.

Skills

Customer-facing roles

Technical project management

SaaS / cloud experience

Enterprise technology

Cross-functional collaboration

Cybersecurity knowledge

Communication/presentation

Leadership/mentoring

Job description

Qualys, located in Foster City, CA, seeks a Senior Support Technical Project Manager to lead strategic customer engagements and cross-functional initiatives. You will manage complex escalations, coordinate with Support, Engineering, Product, and Sales, and mentor junior TPMs to improve customer outcomes.

The role emphasizes executive communication, incident management, and driving adoption, retention, and expansion for enterprise customers in a security-focused SaaS environment.