Principal Technical Program Manager

Overview

Job Description

Responsibilities

• - Managing large, cross-functional projects/programs.
• - Creating and tracking: Roadmaps, Timelines, Milestones, Dependency management across teams
• - Partnering with sales and revenue teams to drive attachment, value, and retention of premium support services.
• - Identifying technical and operational risks early.
• - Managing inter-team dependencies.
• - Creating mitigation and contingency plans
• - Leading without authority across: Engineering, Product, Revenue, Support.
• - Driving alignment and decision-making while managing competing priorities.
• - Clear, concise communication to all stakeholders.
• - Breaking down complex problems into manageable parts.
• - Understanding how systems and teams interconnect.
• - Anticipating downstream impacts of decisions
• - Use data to evaluate process effectiveness and drive ongoing improvements
• - Serve as a trusted advisor on program strategy, execution, and operational scaling

Required Skills

• - 8+ years of experience in Technical Program Management or Senior Support Leadership roles in a software or SaaS environment
• - Background in delivering high touch premium support services to large enterprise customers.
• - Deep understanding of: Enterprise Support, Premium Support, High Touch Support operations and delivery
• - Solid understanding of: AI Agentic Tools (Claude, Codex, Cursor), Cloud platforms (AWS, GCP, Azure), Support Ticketing Systems (Salesforce)
• - Proven track record of leading large-scale, complex programs across global teams and organizations
• - Experience designing and scaling operational processes or delivery frameworks
• - Experience partnering with revenue and sales organizations

Benefits

• - Freedom & flexibility; fit your work around your life
• - Designated quarterly Whaleness Days plus end of year Whaleness break
• - Home office setup; we want you comfortable while you work
• - 16 weeks of paid Parental leave (after 6 months of employment)
• - Technology stipend equivalent to $100 USD net/month
• - PTO plan that encourages you to take time to do the things you enjoy
• - Training stipend for conferences, courses and classes
• - Equity; we are a growing start-up and want all employees to have a share in the success of the company
• - Medical benefits, retirement and holidays vary by country
• - Remote-first culture, with offices in Seattle and Paris