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Role Overview
We are hiring a highly technical, customer-facing Technical Support Project Manager (TPM) to manage enterprise cybersecurity accounts.
This role serves as the Primary technical escalation leader and strategic advisor, driving incident resolution and overall account health within a SaaS security environment.
The ideal candidate combines deep cybersecurity expertise, strong program management skills, and proven experience managing complex enterprise escalations.
Key Responsibilities
- Own technical escalations (P1/P2) and drive cross-functional resolution with Engineering, Product, and Global Support.
- Provide detailed, transparent customer updates including technical findings, action plans, and resolution timelines.
- Lead customer governance cadence, including Weekly Operational Calls, MBRs, and QBRs from the Support Side.
- Monitor account health metrics (Time to Resolution, SLA adherence, escalation aging, RCA timelines, adoption KPIs).
- Develop and execute account recovery plans for at-risk customers.
- Replicate and validate complex customer-reported issues in technical environments.
- Proactively communicate roadmap updates, feature releases, and behavioral changes.
- Partner with Sales to support renewals, expansions, and risk mitigation strategies.
- Produce customer-facing RCAs and post-incident documentation aligned to SLAs.
Required Qualifications
- Fluency in Arabic (mandatory)
- 5+ years in cybersecurity or enterprise SaaS environments
- 5+ years in a customer-facing technical account or escalation management
- Strong knowledge of Vulnerability Management, Web Application Security, PCI/NIST
- Proven ability to manage high-impact enterprise incidents and complex stakeholder environments
- Bachelor’s or Master’s degree in Computer Science or equivalent experience
Preferred Certifications
Security+, PMP, CISM, CISSP
Prior experience with enterprise vulnerability management platforms preferred.
Skills Required
- Fluency in Arabic
- 5+ years in cybersecurity or enterprise SaaS environments
- 5+ years in a customer-facing technical account or escalation management
- Strong knowledge of Vulnerability Management, Web Application Security, PCI/NIST
- Bachelor's or Master's degree in Computer Science or equivalent experience
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
