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.
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.
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.
Support quarterly planning and roadmap tracking.
Define and track key operational metrics.
Highlight trends and recommend corrective actions.
Contribute to capacity and demand planning.
Partner closely with the Director of Technical Support to translate strategic priorities into executable initiatives.

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.

Flexible & Remote-First Culture: Work remotely with team meetup opportunities, bi-annual destination summits, and a monthly stipend for coworking spaces, phone and internet costs.
Our Approach to Equity: Receive stock options upon hire and promotion. Plus, you can participate in secondary offerings and have 10 years to exercise your options (yes, you read that correctly: 10 years!).
100% Covered Health Insurance: We cover 100% of your health, vision and dental insurance premiums for you and your dependents. Nothing comes out of your paycheck.
∞ Flexible Time Off: Take the time you need – to do our best work, we need to recharge and reset.
18 Weeks Paid Parental Leave: We offer 18 weeks for birthing parents and 12 weeks for non-birthing parents, with the option to use it all at once or throughout your child's first year.

Technical Program Manager – Technical Support Engineering

Key skills