Principal Technical Program Manager

Job Summary

Leading high-impact strategic programs for the Enterprise Support team, the full-time remote Principal Technical Program Manager will manage large cross-functional projects, drive alignment across multiple organizations, and enhance the delivery of premium support services to enterprise customers.

Key responsibilities:

• Managing large, cross-functional projects with a focus on Enterprise and Premium Support service delivery
• Partnering with sales and revenue teams to enhance the value and retention of premium support services
• Identifying technical and operational risks, managing inter-team dependencies, and creating mitigation plans

Required qualifications:

• 8+ years of experience in Technical Program Management or Senior Support Leadership roles in a software or SaaS environment
• Background in delivering high-touch premium support services to large enterprise customers
• Deep understanding of Enterprise Support and High Touch Support operations
• Solid understanding of AI Agentic Tools, Cloud platforms, and Support Ticketing Systems
• Proven track record of leading large-scale, complex programs across global teams