Job Description

About the Company / Team

We are part of a global technology organization delivering enterprise-grade solutions to customers worldwide. The Support organization plays a critical role in ensuring customer success post-sales by providing high-quality services, expert guidance, and proactive issue resolution. Our mission is to act as a trusted advisor and advocate for customers, enabling them to maximize value from complex technology environments while maintaining the highest levels of satisfaction and operational excellence.


J

ob Summary

The Technical Project Manager - Support Services serves as a primary technical and operational point of contact for enterprise customers during service implementation, onboarding, and escalation scenarios. This role combines strong project management expertise with deep technical knowledge across infrastructure, networking, Linux, virtualization, and cloud environments. You will lead complex post-sales engagements, resolve critical issues, and collaborate closely with internal teams to deliver seamless customer experiences with minimal management oversight.

Key Responsibilities

Act as the primary customer interface during post-sales service implementation, setup, and escalation management. Lead and manage complex technical projects, ensuring timely delivery, risk mitigation, and clear communication with stakeholders. Troubleshoot and resolve highly complex, business-critical customer issues, often involving previously unknown scenarios. Provide expert guidance on Electronic Support Services usage, configuration, and optimization. Collaborate with internal engineering, support, and leadership teams to drive issue resolution and service improvements. Serve as an internal Subject Matter Expert (SME), advising colleagues on customer environments, escalations, and best practices. Maintain high levels of customer satisfaction, particularly with Fortune 100 and enterprise customers under pressure. Continuously develop and maintain technical expertise across infrastructure, networking, cloud, and monitoring technologies.

Qualifications & Skills

Mandatory

Bachelor's degree in a relevant discipline or equivalent professional experience. Minimum

10 years of experience

in a senior Technical Project Manager role within an IT support or services organization. Strong hands-on experience with

Project Management methodologies and tools

. Proven experience working with

networking concepts and devices

, including

firewalls and routers

. Demonstrated experience implementing and supporting

Linux environments

,

virtualization

,

public and private cloud platforms

, and

monitoring tools

(on-premises and cloud-based). Excellent written, verbal, and presentation communication skills in

English

. Proven ability to work directly with

English-speaking enterprise customers

, including in high-pressure escalation scenarios. Strong analytical, problem-solving, and decision-making skills with minimal supervision.

Good-to-Have

Expertise in one or more

Oracle products

. Experience with

cloud-based services

and enterprise cloud architectures. Background supporting

Fortune 100 customers

or large-scale global enterprises. Relevant project management or technical certifications (e.g., PMP, ITIL, cloud certifications).

Self-Assessment Questions

Do I have at least 10 years of experience managing complex technical projects within an IT support or services environment? Have I successfully led implementations or troubleshooting efforts involving Linux systems, virtualization, and cloud platforms? Am I confident working with networking concepts, firewalls, and routers to diagnose and resolve customer issues? Can I independently manage high-pressure customer escalations while maintaining clear communication and customer satisfaction? Do I regularly act as a technical advisor or SME for customers and internal teams on complex infrastructure or support challenges?

Expected to be an expert member of the troubleshooting/avoidance team and have highly developed skills in solving extremely complex (often previously unknown) and critical customer issues. While performing your assigned tasks with a high level of autonomy and reporting to management on customer status and technical issues on a regular basis, you are expected to work with very limited guidance from management. Additionally, Oracle customers and employees will look to you for expert technical advice.