Senior Technical Support Project Manager - Enterprise Impact

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

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.