Technical Program Manager (Technical Support Engineering)

Chainguard is a company focused on providing secure open source software for development and deployment. They are seeking a Technical Program Manager to lead cross-team programs within the Technical Support Engineering organization, driving execution across various engineering initiatives and improving operational efficiency.

Responsibilities:

• 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
• Familiarity with analytics and dash-boarding tools (e.g. BigQuery, Looker or similar)
• Hands-on experience with tooling, automation, and/or AI automation
• 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
• Maintain clarity on dependencies and timelines
• Support quarterly planning and roadmap tracking
• Define and track key operational metrics Highlight trends and recommend corrective actions
• Contribute to capacity and demand planning
• Build repeatable frameworks and workflows
• Partner closely with the Director of Technical Support to translate strategic priorities into executable initiatives
• Translate defined goals into structured execution plans with milestones and measurable outcomes
• Provide clear reporting on program health and risks

Requirements:

• 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
• Project Management certifications (PMP, Prince2, or similar)
• Experience leading cross-team programs within cloud-native, DevOps, or infrastructure ecosystems
• Experience in support-adjacent or customer-facing technical roles
• Familiarity with escalation management, incident response, and postmortem processes
• Experience defining and tracking operational metrics to drive measurable improvements
• Comfortable operating in ambiguity and scaling processes in high-growth environments