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Role Overview
We are hiring a highly technical, customer-facing Technical Support Project Manager (TPM) to manage enterprise cybersecurity accounts.
This role serves as the Primary technical escalation leader and strategic advisor, driving incident resolution and overall account health within a SaaS security environment.
The ideal candidate combines deep cybersecurity expertise, strong program management skills, and proven experience managing complex enterprise escalations.
Key Responsibilities
- Own technical escalations (P1/P2) and drive cross-functional resolution with Engineering, Product, and Global Support.
- Provide detailed, transparent customer updates including technical findings, action plans, and resolution timelines.
- Lead customer governance cadence, including Weekly Operational Calls, MBRs, and QBRs from the Support Side.
- Monitor account health metrics (Time to Resolution, SLA adherence, escalation aging, RCA timelines, adoption KPIs).
- Develop and execute account recovery plans for at-risk customers.
- Replicate and validate complex customer-reported issues in technical environments.
- Proactively communicate roadmap updates, feature releases, and behavioral changes.
- Partner with Sales to support renewals, expansions, and risk mitigation strategies.
- Produce customer-facing RCAs and post-incident documentation aligned to SLAs.
Required Qualifications
- Fluency in Arabic (mandatory)
- 5+ years in cybersecurity or enterprise SaaS environments
- 5+ years in a customer-facing technical account or escalation management
- Strong knowledge of Vulnerability Management, Web Application Security, PCI/NIST
- Proven ability to manage high-impact enterprise incidents and complex stakeholder environments
- Bachelor’s or Master’s degree in Computer Science or equivalent experience
Preferred Certifications
Security+, PMP, CISM, CISSP
Prior experience with enterprise vulnerability management platforms preferred.
