Technical Project Manager
3 hours ago
We are seeking an experienced professional to join our team as a Senior Customer Support Engineer. This role combines deep technical expertise with project leadership capabilities to support mission-critical client environments and drive successful implementation of our solutions.
The ideal candidate will have a strong background in customer support engineering, project management, and client relationship building. They will possess excellent communication skills, be able to work independently, and have a strong attention to detail.
The selected individual will serve as the senior escalation point for advanced technical support queries, ensuring resolution of high-priority issues with urgency and precision. They will lead root cause analysis efforts, collaborating with engineering and product teams to drive permanent fixes and continuous improvement.
Key Responsibilities:- Customer Support Engineering
- 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 (RCA) efforts, collaborating with engineering and product teams to drive permanent fixes and continuous improvement.
- Establish and uphold support best practices, authoring detailed knowledge base articles, runbooks, and diagnostic procedures for both internal teams and customers.
- Monitor SLA adherence for response and resolution times and proactively implement measures to exceed customer satisfaction (CSAT) expectations.
- Guide and mentor junior support engineers, fostering technical growth and enhancing team performance.
- 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 client executives and internal leadership to align on scope, timelines, and business outcomes.
- Anticipate project risks and develop robust mitigation strategies; oversee scope, timeline, and budget adherence across multiple concurrent initiatives.
- Drive cross-functional collaboration across engineering, QA, operations, and customer success teams to achieve seamless project delivery.
- 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.
- Analyze historical support and project data to identify systemic issues and opportunities for process optimization.
- Lead initiatives to streamline operations—automating workflows, improving documentation quality, and refining support methodologies.
- Contribute to internal reviews and planning cycles by presenting KPIs, trends, and risk forecasts related to client performance, issue frequency, and delivery metrics.
- Drive a culture of excellence, ownership, and innovation across all aspects of customer delivery and support.
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