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Senior Support Technical Project ManagerAbout the Role
We are looking for a Senior Support Technical Project Manager (Senior Support TPM) to manage strategic enterprise customer engagements, complex technical escalations, and cross-functional initiatives. This role serves as a trusted technical partner to customers while coordinating with Support, Engineering, Product Management, SRE/Operations, QA, and Sales to drive timely resolution and improve the overall customer experience.
The Senior Support TPM will also mentor junior TPMs, drive operational improvements, and help establish best practices across the global Support TPM organization.
Key Responsibilities
- Own strategic customer relationships and drive successful technical outcomes, adoption, retention, and customer satisfaction.
- Lead complex customer escalations, product defects, feature requests, and critical incidents from identification through resolution.
- Coordinate cross-functional teams including Support, Engineering, Product, SRE/Operations, QA, and Sales.
- Understand customer environments and translate technical issues into business impact, priorities, and actionable plans.
- Drive customer meetings, technical reviews, MBRs/QBRs, project tracking, and executive communications.
- Lead incident management, RCA, postmortem, and corrective-action processes for critical customer issues.
- Track customer health, sentiment, risks, escalations, renewals, and expansion opportunities.
- Partner with Sales to support renewals, expansion, and product adoption.
- Mentor and coach TPMs on technical engagement, escalation management, communication, and customer management.
- Identify and drive improvements to Support/TPM processes, tools, reporting, and customer experience.
- Provide executive-level reporting and insights on customer health, risks, escalations, and operational performance.
Required Qualifications
- 7+ years of experience in customer-facing technical roles such as Technical Customer Success, Technical Project Management, or Technical Support.
- 5+ years of experience in SaaS, cloud, or enterprise technology environments.
- Strong experience managing enterprise customers and complex technical escalations.
- Experience working across Support, Engineering, Product Management, Operations/SRE, QA, and Sales.
- Strong understanding of cybersecurity and enterprise IT environments.
- Familiarity with Vulnerability Management, PCI, NIST, Web Application Security, or related technologies.
- Excellent technical, communication, presentation, project management, and stakeholder management skills.
- Demonstrated ability to mentor team members and influence cross-functional teams.
- Strong ownership, problem-solving, prioritization, and execution skills.
Preferred Qualifications
- Experience with Qualys products and platform.
- Experience with Vulnerability Management, VMDR, Cloud Agent, Policy Compliance, or Web Application Security.
- Experience managing major incidents, RCAs, and executive-level customer escalations.
- PMP, CISSP, CISM, CompTIA Security+, or equivalent certification.
- Experience with Jira, Salesforce, Confluence, Gainsight, or similar platforms.
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The salary range for this position is $125,000 - $150,000 per year. Final compensation will be determined based on several factors, including but not limited to skills, relevant experience, and work location. Please note this range reflects base salary and does not include incentive compensation or potential equity grants. We also offer a comprehensive and highly competitive benefits package.
Qualys is an Equal Opportunity Employer, please see our EEO policy.
Skills Required
- 7+ years of experience in customer-facing technical roles such as Technical Customer Success, Technical Project Management, or Technical Support
- 5+ years of experience in SaaS, cloud, or enterprise technology environments
- Experience managing enterprise customers and complex technical escalations
- Experience working across Support, Engineering, Product Management, Operations/SRE, QA, and Sales
- Strong understanding of cybersecurity and enterprise IT environments
- Familiarity with Vulnerability Management, PCI, NIST, Web Application Security, or related technologies
- Excellent technical, communication, presentation, project management, and stakeholder management skills
- Ability to mentor team members and influence cross-functional teams
- Strong ownership, problem-solving, prioritization, and execution skills
- Experience with Qualys products and platform
- Experience with Vulnerability Management, VMDR, Cloud Agent, Policy Compliance, or Web Application Security
- Experience managing major incidents, root-cause analyses, and executive-level customer escalations
- PMP, CISSP, CISM, CompTIA Security+, or equivalent certification
- Experience with Jira, Salesforce, Confluence, Gainsight, or similar platforms
Qualys Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Qualys and has not been reviewed or approved by Qualys.
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Affordable Benefits — Benefits costs are widely viewed as low for employees and dependents, with healthcare often described as almost fully paid for. Feedback suggests this affordability helps offset perceptions of lower base pay in some roles.
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Healthcare Strength — Healthcare offerings are broad, including multiple medical plan options, dental and vision coverage, mental health support, and disability insurance. Benefits are described as “pretty amazing” or “great,” reinforcing perceived quality and coverage depth.
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Equity Value & Accessibility — Equity participation is accessible through company stock plans and an employee stock purchase plan. Compensation packages commonly include equity alongside salary and bonus, which some consider a meaningful part of total rewards.
Qualys Insights
What We Do
Qualys, Inc. (NASDAQ: QLYS) is a pioneer and leading provider of disruptive cloud-based security, compliance and IT solutions with more than 10,000 subscription customers worldwide, including a majority of the Forbes Global 100 and Fortune 100. Qualys helps organizations streamline and automate their security and compliance solutions onto a single platform for greater agility, better business outcomes, and substantial cost savings. The Qualys Cloud Platform leverages a single agent to continuously deliver critical security intelligence while enabling enterprises to automate the full spectrum of vulnerability detection, compliance, and protection for IT systems, workloads and web applications across on premises, endpoints, servers, public and private clouds, containers, and mobile devices. Founded in 1999 as one of the first SaaS security companies, Qualys has strategic partnerships and seamlessly integrates its vulnerability management capabilities into security offerings from cloud service providers, including Amazon Web Services, the Google Cloud Platform and Microsoft Azure, along with a number of leading managed service providers and global consulting organizations. For more information, please visit http://www.qualys.com
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