Customer Platforms & Operations, NatSec & Defense (NSD) Builders

Position Overview

The Platform Support & Operations TPM drives operational excellence across enterprise market initiatives by providing responsive platform support, streamlining access management, and maintaining effective project prioritization systems. This role serves as the primary support interface for internal customers while systematically improving platform operations and user experience.

Working within the US NSD Technical Program Management team, the successful candidate will transform business needs into effective solutions while partnering closely with engineering teams and maintaining deep engagement with users. Note: This position requires US Citizenship and the ability to obtain and maintain an active TS/SCI security clearance with polygraph.

Key Responsibilities

• Platform Support Leadership
  • Monitor and respond to the platform support channel, providing first-line technical support to internal customers.
  • Conduct initial troubleshooting of system issues and create tickets for development team escalation when necessary.
  • Identify, document, and analyze recurring issue patterns to develop systematic solutions.
  • Track and analyze support metrics to drive continuous improvement initiatives.
  • Create and maintain comprehensive wiki documentation and knowledge base resources.
• Access Management & Security Compliance
  • Own and execute user access audits for CRM and analytics platforms.
  • Interface with the CRM Admin team to streamline access management processes.
  • Maintain security compliance standards while reducing access complexity.
  • Propose and implement access workflow improvements to accelerate provisioning timelines.
  • Track and resolve access-related patterns and bottlenecks.
• Project Prioritization & Communication
  • Own, maintain, and communicate the enterprise market-wide project priority and tracking mechanism.
  • Ensure clear visibility and scheduling of strategic initiatives across the organization.
  • Collaborate with cross-functional teams including Sales, Sales Operations, Contract Management, Regional Marketing, and Billing.
  • Develop self-service guidance resources and training materials for end users.

Required Qualifications

• 3+ years of technical product or program management experience.
• 2+ years of software development experience.
• 3+ years of project management experience including scope, schedule, budget, quality, risk, and critical path management.
• Experience managing programs across cross-functional teams, building processes, and coordinating release schedules.
• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.

Preferred Qualifications

• 5+ years of experience in technical support, platform administration, or a similar customer-facing technical role.
• Experience in IT security and access management including user provisioning, audit processes, and compliance frameworks.
• Strong technical writing and documentation skills with experience creating knowledge bases, training materials, or process documentation using wiki-style platforms.
• Experience with data analytics and reporting tools (Tableau, Power BI, SQL) and the ability to analyze support metrics and KPIs to identify trends and opportunities for improvement.
• Basic scripting or coding skills (Python, JavaScript, or automation tools) to create workflow improvements and streamline repetitive platform administration tasks.

Benefits & Perks

• Compensation: Our compensation reflects the cost of labor across several US geographic markets. The base pay ranges from $114,500/year to $197,800/year, with variations based on market location and individual qualifications.
• Potential for equity, sign-on payments, and other forms of compensation as part of a total compensation package.
• Full range of medical, financial, and additional benefits designed to support employee wellbeing.