Managing large, cross-functional projects/programs. With a focus on the success of Enterprise and Premium Support service delivery. 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

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

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
Docker Swag
Medical benefits, retirement and holidays vary by country
Remote-first culture, with offices in Seattle and Paris

Principal Technical Program Manager

Key skills