[Hiring] Technical Programme Manager @Provenir Inc

Role Description

We are looking for a Technical Program Manager based in Indonesia to drive the delivery of our active projects and act as the dedicated technical point of contact for live customers. In this dual role, you will own project execution end-to-end while serving as the client relationship anchor whenever technical issues arise — coordinating closely with our dedicated support team to ensure issues are resolved smoothly.

This is a fully remote, individual-contributor role reporting to the Senior Director, APAC — Global Applied Intelligence, and working in a matrixed relationship with Solution Architects in the team. It is suited to someone who blends strong program management discipline with hands-on technical troubleshooting in a SaaS environment.

Key Responsibilities

• Program & Project Management
  • Own end-to-end project management for active projects across Indonesia, including planning, scheduling, resourcing, and budget tracking.
  • Define project scope, milestones, and deliverables; drive execution against timelines.
  • Coordinate cross-functional teams (engineering, product, sales, and external partners) to remove blockers and keep delivery on track.
  • Track risks, dependencies, and issues; maintain clear status reporting to stakeholders and leadership.
  • Manage stakeholder expectations and communications throughout the project lifecycle.
• Technical Client Relationship & Issue Coordination
  • Serve as the first point of contact and relationship owner for live customers when technical issues arise.
  • Troubleshoot and triage incoming issues — read and interpret logs, investigate behavior across our risk decisioning products, and assess impact and urgency.
  • Coordinate with the dedicated SLA-driven support team to drive issues to resolution, ensuring the customer stays informed and confident throughout.
  • Translate between customer, support, and engineering — providing clear technical context, reproduction steps, and business impact so issues are prioritized correctly.
  • Identify recurring or systemic issues and feed insights back into product and engineering to drive long-term fixes.
  • Maintain trusted relationships with key customer stakeholders, acting as their technical advocate.

Qualifications

• 4–7 years in technical program/project management, technical account management, or a related technical delivery role within a SaaS/software environment.
• Ability to troubleshoot technical issues independently — comfortable reading logs, tracing issues, and reasoning about system behavior (no coding required).
• Strong understanding of risk decisioning products (e.g., fraud, credit, identity, or transaction risk platforms) and how customers integrate and operate them.
• Proven track record managing multiple concurrent projects to successful, on-time delivery.
• Excellent stakeholder management and communication skills, with the ability to translate technical detail for both technical and non-technical audiences.
• Comfortable collaborating with distributed, cross-functional teams spread across different locations and time zones, building alignment without being in the same room.
• Fluency in Bahasa Indonesia and English (written and spoken).
• Self-directed and effective working fully remotely across local customer time zones.

Preferred Qualifications

• Experience working with or alongside dedicated customer support teams in a coordination or escalation role.
• Familiarity with APIs, integrations, and how customers consume SaaS products.
• Familiarity with project management tools (e.g., Jira, Asana) and ticketing systems (e.g., Zendesk, Freshdesk).
• PMP, PMI-ACP, or equivalent certification.

What Success Looks Like

• Active projects delivered on time, in scope, and within budget.
• Live customers experience a single, trusted point of contact for technical issues — with smooth coordination into the support team and fast time-to-resolution.
• Strong feedback loop established between customers, project delivery, support, and engineering.
• High customer trust and satisfaction across the Indonesian client base.

Benefits

• Comprehensive health and wellness plans.
• Paid time off and company holidays.
• Flexible and remote-friendly opportunities.
• Maternity/paternity leave.