Senior Technical Support Project Manager

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

Benefits offered by this job

Comprehensive benefits package

Mentorship and TPM community

Job summary

Qualys, Inc. in Foster City, CA is seeking a Senior Support Technical Project Manager to lead strategic enterprise customer engagements, manage complex escalations, and coordinate cross-functional teams including Support, Engineering, Product, SRE/Operations, QA, and Sales.

The role emphasizes mentoring junior TPMs, driving process improvements, and delivering executive-level reports on customer health and operational performance.

Qualifications

• 7+ years 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.

Responsibilities

• Own strategic customer relationships and drive successful technical outcomes and satisfaction.
• Lead complex customer escalations, defects, feature requests, and critical incidents from identification through resolution.
• Coordinate cross-functional teams including Support, Engineering, Product, SRE/Operations, QA, and Sales.
• Translate technical issues into business impact and actionable plans.
• Lead meetings, reviews, project tracking, and executive communications.
• Drive incident management, RCA, postmortems, and corrective actions for critical issues.
• Track customer health, sentiment, risks, escalations, renewals, and expansion opportunities.
• Mentor TPMs on engagement, escalation management, and customer communication.

Skills

Technical Project Management

SaaS/Cloud

Enterprise customers

Cross-functional collaboration

Cybersecurity knowledge

Stakeholder management

Tools

Jira

Salesforce

Confluence

Gainsight

Job description

Come work at a place where innovation and teamwork come together to support the most exciting missions in the world! Senior Support Technical Project Manager

About 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.

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Qualys, Inc. (NASDAQ: QLYS) is a pioneer and leading provider of disruptive cloud-based security, compliance and IT solutions with more than 10,000 subscription customers worldwide, including a majority of the Forbes Global 100 and Fortune 100. Qualys helps organizations streamline and automate their security and compliance solutions onto a single platform for greater agility, better business outcomes, and substantial cost savings.