About the Role:

We're looking for a Technical Program Manager to lead strategic customer escalations that require deep cross-functional coordination, crisp executive communication, and strong technical judgment. In this role, you will serve as the central driver for high-priority customer issues, partnering across Engineering, Product, Support, Customer Success, and go-to-market teams to ensure rapid, high-quality resolution and durable follow-through.

This is a highly visible role that sits at the intersection of customer experience, technical execution, and operational rigor. You will help create structure in moments of ambiguity, drive accountability across teams, and turn escalations into opportunities to improve products, processes, and customer trust.

You will:

• Own end-to-end management of strategic customer escalations, ensuring timely resolution, clear communication, and strong alignment across internal stakeholders.
• Drive cross-functional incident and escalation workflows involving Engineering, Product, Support, Customer Success, and leadership teams.
• Establish clear plans of action for escalations, including timelines, owners, risks, dependencies, and communication cadences.
• Act as the primary program lead for high-severity or high-visibility customer issues, maintaining momentum and driving decisions through ambiguity.
• Communicate status, risks, mitigation plans, and resolution progress to internal leaders and customer-facing teams with clarity and precision.
• Partner with technical teams to understand root causes, assess tradeoffs, and unblock execution paths toward resolution.
• Identify recurring themes and systemic issues across escalations, and drive long-term corrective actions with cross-functional partners.
• Improve escalation management processes, operating rhythms, reporting, and tooling to increase responsiveness and reduce customer impact.
• Develop executive-ready summaries and post-incident materials that capture business impact, technical context, and follow-up actions.
• Build trusted relationships across internal teams and help reinforce a culture of urgency, accountability, and customer obsession.

About you:

• 7+ years of experience in technical program management, technical account management, support engineering, solutions engineering, or a related cross-functional technical role.
• Proven experience managing complex customer escalations, critical incidents, or high-priority technical programs in a B2B SaaS environment.
• Strong technical fluency and the ability to engage effectively with Engineering teams on product behavior, integrations, APIs, infrastructure, and issue triage.
• Excellent program management skills, including experience driving cross-functional execution, managing stakeholders, and operating effectively under pressure.
• Exceptional written and verbal communication skills, with experience preparing executive-facing updates and customer-sensitive communications.
• Strong analytical and problem-solving skills, with the ability to identify patterns, structure ambiguous problems, and drive durable outcomes.
• Demonstrated ability to influence without authority and align teams with competing priorities around urgent customer needs.
• Customer-obsessed mindset with sound judgment, composure, and a bias for action.
• Experience building or improving escalation programs, incident management processes, or operational reporting is a plus.
• Familiarity with enterprise software environments, customer-facing operations, and technical issue resolution workflows is preferred.

Location:

• This role is hybrid (4 days a week in our Mountain View office)

Compensation & Benefits:

The standard base salary range for this position is $198,000 - $235,500 annually. Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for variable compensation, equity, and benefits.

We offer a comprehensive benefits package including competitive compensation, Medical, Vision, and Dental coverage, generous time-off policy, and the opportunity to contribute to your 401k plan to support your long-term goals. When you join, you'll receive a home office improvement stipend, as well as an annual education and wellness stipends to support your growth and wellbeing. We foster a vibrant company culture through regular events, and provide healthy lunches daily to keep you fueled and focused.

AI-First Mindset at Glean:

At Glean, AI fluency is core to how we work and we're committed to ensuring every new hire feels confident integrating AI into their everyday work. As part of the interview process, you'll complete a brief AI-focused exercise or discussion so we can understand how you think about, design, and use AI to drive impact in your role. Feel free to reference any tools, platforms, or workflows you use today - prior Glean experience isn't required.