Technical Program Manager

About Logixboard: 
Logixboard is a white-labeled customer experience software that is transforming how the $2 trillion freight forwarding industry operates. In a highly competitive and technologically antiquated industry undergoing rapid digitalization, we are providing freight forwarders with the only white-labeled and integrated customer experience software available to the market today. Our software enables freight forwarders to deliver world-class digital experience to their customers, which propels them far ahead of their competition and dramatically increases customer retention and sales. Our customers absolutely love our platform, and we're experiencing tremendous growth both in new customers and in funding, with over $50 million in capital raised to date.
About the Role:
The Tier 2 Support / Technical Program Manager plays a critical, cross-functional role, partnering with Sales, Engineering, Product, and Account Management to ensure an exceptional experience for our clients. In this role, you’ll handle technical support requests and escalations while also managing complex technical projects in a fast-paced, collaborative environment. You will act as the linchpin between our customers and internal teams, ensuring that projects are properly defined, scoped, and ultimately delivered. This role requires exceptional communication skills as you interface with a wide variety of stakeholders both within and outside the organization.
About You:
You’re a curious, strategic, and detail-oriented individual who thrives in a hybrid role that demands both technical expertise and project management acumen. You love working cross-functionally, and have a knack for juggling multiple priorities in high-stakes, customer-facing scenarios. You’re driven by the challenge of solving complex problems and are comfortable navigating ambiguity with a solution-oriented mindset. If you’re a self-starter who can seamlessly bridge the gap between technical support and customer project management, this role will be an excellent fit.

You will:

• Handle Technical Support: Respond to and resolve both basic and complex technical support tickets related to the Logixboard product and suite of integrations. Act as an escalation path for our Tier 1 support as necessary, and collaborate with product and engineering to deliver solutions efficiently.
• Set Delivery Expectations: Collaborate with sales and R&D to develop Statements of Work (SOWs) for new integrations or feature work linked to sales commitments. Partner cross-functionally to ensure alignment with the client’s needs and technical feasibility.
• Manage New Integrations & Lead Cross-Functional Pods: Provide project leadership to drive the team towards successful outcomes by setting clear objectives and coordinating across functions. Proactively communicate project updates internally and externally to ensure alignment and drive successful implementation.

We're looking for:

• Experience: 3+ years of experience in a SaaS or tech environment, with at least 2 years in a technical support or technical project management role.
• Project Management Skills: Demonstrable ability to manage projects – especially those involving integrations or technical implementations – from conception to completion.
• Technical Proficiency: Strong understanding of APIs, system integrations, and technical troubleshooting. You can communicate effectively with technical stakeholders and understand complex systems.
• Sales & Solutions Support: Ability to collaborate with sales teams, contributing to pre-sales activities and providing input to guide solution engineering efforts and derisk projects.
• Curiosity & Problem-Solving: A proactive approach to collecting information and solving complex problems, with the ability to drive understanding and consensus in ambiguous situations.
• Communication & Collaboration: Strong written and verbal communication skills, with the ability to present complex information clearly and work collaboratively with stakeholders having varying levels of technical acumen.
• Customer-Centric: An innate ability to empathize with customers and a passion for delivering high-quality support experiences.
• Adaptability: Comfortable working in a fast-paced environment with a willingness to adapt and act quickly.

This role is ideal for someone who enjoys being a technical and strategic partner, is comfortable balancing multiple responsibilities, and is committed to delivering value to both customers and internal teams.
The salary range for this role is $120,000 - $145,000, plus equity. Where your pay would fall within that range will be based on 1) relevant experience, knowledge, and skills, as demonstrated through the int