Full-Time Technical Project Manager, Technical Support

• Lead and manage incident response processes.
• Collaborate with teams to define incident management and customer communication workflows.
• Work with leadership to understand customer impact and document communications.
• Oversee customer notification processes.
• Write customer facing communications and answer inbound customer emails.
• Provide internal communications and workflows within the Support organization.
• Work with Product and Engineering to understand data requirements for customers.
• Develop and maintain project plans, timelines, and documentation.
• Identify opportunities for automation and efficiency.
• Drive post-incident reviews.
• Implement best practices for change management and stakeholder communication.
• Monitor and report on KPIs related to incident response efficiency.

• 3+ years of experience in project management within a technical or customer support environment.
• Strong understanding of incident response frameworks and IT service management (ITSM).
• Experience working with ticketing and incident management tools.
• Excellent organizational, analytical, and problem-solving skills.
• Strong written and verbal communication skills.
• Familiarity with agile methodologies and project management tools.
• Ability to work cross-functionally in a fast-paced environment.

• Experience in a SaaS or B2B technology company.
• ITIL or PMP certification is a plus.
• Knowledge of AI-driven support tools and automation.

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