
Technical Project Manager
5 days ago
Key Responsibilities:
- Serve as the senior escalation point for advanced technical support queries, ensuring resolution of high-priority issues with urgency and precision.
- Lead root cause analysis efforts to drive permanent fixes and continuous improvement.
- Establish and uphold best practices in technical support, authoring detailed knowledge base articles and diagnostic procedures.
- Monitor SLA adherence for response and resolution times, proactively implementing measures to exceed customer satisfaction expectations.
- Guide and mentor junior support engineers to foster technical growth and enhance team performance.
- Project Management Skills:
- Independently manage full lifecycle technical projects, including client onboarding, integration, platform upgrades, and solution rollouts.
- Define and maintain project charters, schedules, and resource plans, ensuring clear accountability across stakeholders.
- Provide senior-level project governance, communicating directly with executives and leadership to align on scope, timelines, and business outcomes.
- Anticipate project risks and develop robust mitigation strategies, overseeing scope, timeline, and budget adherence.
Cultivate long-term relationships with senior client stakeholders, serving as a strategic technical advisor aligned with their evolving business goals. Conduct executive-level briefings, solution workshops, and enablement programs tailored to client maturity and adoption stage.
Represent the voice of the customer internally, bringing critical feedback into product roadmaps, architecture discussions, and support strategy. Promote long-term client value through proactive engagement, anticipating future needs and recommending enhancements or upgrades.
- Operational Excellence:
- Drive a culture of excellence, ownership, and innovation across all aspects of customer delivery and support. Analyze historical data to identify systemic issues and opportunities for process optimization.
- Streamline operations by automating workflows, improving documentation quality, and refining support methodologies.
10-15 years of professional experience in technical support, systems engineering, or customer-facing IT services. Minimum 5+ years in managing customer-facing technical projects or enterprise implementations.
Deep understanding of complex software systems, APIs, databases, and cloud-based infrastructure. Expertise with project management tools and reporting platforms.
Excellent communication and stakeholder management skills, with the ability to influence at senior levels. Demonstrated ability to mentor and lead technical teams, and to drive alignment across business and technical functions.
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