Technical Project Manager, Technical Support (PH Remote)

We are seeking a highly organized and detail-oriented Technical Project Manager to join our Technical Support Team. This role will oversee key technical projects that enhance our support operations, including incident response processes, customer notifications, and cross-functional initiatives to improve efficiency and communication.

The ideal candidate has experience in project management within a technical environment, strong written and verbal communication skills, and a passion for driving process improvements that enhance the customer experience.

Key Responsibilities:

• Lead and manage incident response processes, ensuring swift coordination between technical teams, support, and stakeholders.
• Collaborate with Technical Support, Engineering, Product, Customer Success and other teams as needed to define incident management and customer communication workflows.
• Work with Customer Success and Support leadership to understand the customer impact and document customer communications and ongoing FAQs.  
• Oversee customer notification processes, ensuring timely, clear, and effective communication during system disruptions and planned service updates.
• Write customer facing communications and answer inbound customer emails in conjunction with input from Customer Success and other teams as needed.
• Provide internal communications and workflows within the Support organization to manage specific customer notifications and inbound questions. 
• Work with Product and Engineering to understand data requirements for customers and implement processes to respond to customer requests.
• Develop and maintain project plans, timelines, and documentation for key technical support initiatives.
• Identify opportunities for automation and efficiency in incident handling and customer outreach.
• Drive post-incident reviews, tracking action items and ensuring continuous improvement.
• Implement best practices for change management and stakeholder communication.
• Monitor and report on KPIs related to incident response efficiency, resolution times, and customer communication effectiveness.