Technical Program Manager (Technical Support Engineering)

We are seeking a Technical Program Manager to lead cross-team programs within  the Technical Support Engineering organization. This role sits within Engineering and is responsible for driving structured execution across escalation management, operational improvements and support-facing engineering initiatives. The ideal candidate brings structured  execution discipline,  technical fluency, and the ability to align multiple engineering stakeholders to deliver measurable outcomes. What you’ll do: L3 Escalation Program Ownership Own day-to-day execution of L3 engineering escalations. Drive structured intake, prioritization, and tracking. Reduce resolution time and Improve responsiveness through workflow optimisation. Ensure accountability and clear ownership across engineering teams. Support Engineering Programs Lead Support Engineering initiatives with clear ownership from planning through delivery. Drive accountability across contributors and ensure durable adoption of program outcomes. Identify process gaps and  implement scalable solutions to improve efficiency and predictability. Cross-Functional Coordination Lead cross-functional initiatives across Engineering, Product, and GTM. Manage cross-team dependencies and surface any risks or blockers early. Drive alignment across stakeholders through asynchronous program updates. Maintain clarity on dependencies and timelines. Planning & Operational Rigor Support quarterly planning and roadmap tracking. Define and track key operational metrics Highlight trends and recommend corrective actions. Contribute to capacity and demand planning. Build repeatable frameworks  and workflows. Organizational Partnership Partner closely with the Director of Technical Support to translate strategic priorities into executable initiatives. Translate defined goals into structured execution plans with milestones and measurable outcomes. Provide clear reporting on program health and risks. What we're looking for: Bachelor’s degree in Computer Science, Information Systems, Engineering or equivalent practical experience. 3 to 5 years of experience leading complex, cross-functional technical programs. . Demonstrated experience working closely with software engineering teams. Familiarity with software development lifecycles and best practices. Demonstrated ability to manage cross-team dependencies. Strong written communication and asynchronous program leadership skills. Ability to influence without authority and bring structure without red tape. Preferred Qualifications: Experience leading cross-team programs within cloud-native, DevOps, or infrastructure ecosystems. Experience in support-adjacent or customer-facing technical roles. Familiarity with escalation management, ​​incident response, and postmortem processes. Experience defining and tracking operational metrics to drive measurable improvements.  Comfortable operating in ambiguity and scaling processes in high-growth environments. Familiarity with analytics and dashboarding tools (e.g. BigQuery, Looker or similar) Base Salary Range $145,000 — $165,000 USD About Us Chainguard is the secure foundation for software development and deployment. By providing guarded open source software, built from source and updated continuously, Chainguard helps organizations eliminate threats in their software supply chains. Founded by the industry's leading experts on open source software, security and cloud native development, Chainguard has built the largest library of open source software that is secure by default. Chainguard’s mission is to be the safe source for open source. We live and breathe our company values: We are customer obsessed - We focus on delivering solutions to our customers that create value and make their lives better. We have a bias for intentional action - We prioritize, plan, try things, and fail fast. We don’t take ourselves too seriously (but we do serious work) - We are solving an important problem which takes focus, but we also like to enjoy the journey. We trust each other and assume good intentions - We’re transparent with decisions to empower team members to make well informed decisions. A few of the benefits we offer: Flexible & Remote-First Culture: Work remotely with team meetup opportunities, bi-annual destination summits, and a monthly stipend for coworking spaces, phone and internet costs. Our Approach to Equity: Receive stock options upon hire and promotion. Plus, you can participate in secondary offerings and have 10 years to exercise your options (yes, you read that correctly: 10 years!). 100%  Covered Health Insurance: We cover 100% of your health, vision and dental insurance premiums for you and your dependents. Nothing comes out of your paycheck. ∞ Flexible Time Off: Take the time you need – to do our best work, we need to recharge and reset. 18 Weeks Paid Parental Leave: We offer 18 weeks for birthing parents and 12 weeks for non-birthing parents, with the option to use it all at once or throughout your child's first year. If your experience is close but doesn’t fulfill all requirements, please apply. We’re building the best team in technology and are focused on hiring “Chainguardians'' with unique backgrounds, perspectives, and experiences. Chainguard is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. By submitting your application, you acknowledge that Chainguard will process your personal data in accordance with Chainguard’s Privacy Policy . ©2025 Chainguard. All Rights Reserved.