Technical Program Manager (Technical Support Engineering)

Chainguard is the trusted source for open source. By delivering hardened, secure, and production-ready builds of all the open source software engineers and AI agents rely on, Chainguard helps organizations build faster, stay compliant, and eliminate risk. Our customers include Fortune 500 enterprises and global industry leaders, including Anduril, Canva, Fortinet, Hewlett Packard Enterprise, OpenAI, Snap Inc., and Snowflake. Chainguard is venture-backed by leading investors, including Amplify, IVP, Kleiner Perkins, Lightspeed Venture Partners, Mantis VC, Redpoint Ventures, Sequoia Capital, and Spark Capital. 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. Familiarity with analytics and dash-boarding tools (e.g. BigQuery, Looker or similar). Hands-on experience with tooling, automation, and/or AI automation. 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: Project Management certifications (PMP, Prince2, or similar) 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. Base Salary Range $145,000 $165,000 USD About Us We live and breathe our company values: We are customer obsessed — We focus on delivering solutions to our cus ... (truncated, view full listing at source)