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PantheonSenior Manager, Technical Support Engineering
Pantheon is seeking a Senior Manager, Technical Support Engineering to direct the operational frameworks enabling technical support staff to resolve difficult customer issues efficiently. The company…
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About This Role
Pantheon is seeking a Senior Manager, Technical Support Engineering to direct the operational frameworks enabling technical support staff to resolve difficult customer issues efficiently. The company maintains an open web infrastructure platform running hundreds of thousands of cloud-hosted Drupal and WordPress websites for global users and major brands. This operational leadership position suits an experienced professional skilled in scaling support functions across global regions. The chosen candidate will establish follow-the-sun…
Job Description
Pantheon is seeking a Senior Manager, Technical Support Engineering to direct the operational frameworks enabling technical support staff to resolve difficult customer issues efficiently. The company maintains an open web infrastructure platform running hundreds of thousands of cloud-hosted Drupal and WordPress websites for global users and major brands. This operational leadership position suits an experienced professional skilled in scaling support functions across global regions.
The chosen candidate will establish follow-the-sun coverage models, refine escalation paths, and optimize on-call rotations while partnering closely with internal engineering and product teams. Responsibilities include diagnosing system-level workflow constraints, leveraging artificial intelligence and automation to minimize repetitive tasks, and mentoring team leaders. The role demands strong analytical judgment to translate service metrics and customer risk data into actionable improvements.
Responsibilities
- Manage technical support engineering operations across multiple geographic locations and time zones
- Design follow-the-sun models with clear regional handoffs, escalation paths, and on-call coverage
- Diagnose and resolve system-level operational problems such as capacity constraints and weak handoffs
- Establish standards for customer communication, escalation quality, and documentation
- Integrate automation and artificial intelligence to minimize repetitive tasks and boost capacity
- Lead high-impact customer escalations and collaborate with product, engineering, and customer success teams
- Coach managers and engineers to build technical depth in observability, platform troubleshooting, and incident response
- Oversee career development, performance management, and retention for the function
Requirements
- Significant background leading technical support, platform operations, site reliability, or escalation support within a cloud, SaaS, or web infrastructure setting
- Experience directing globally distributed or follow-the-sun teams
- Demonstrated ability to improve support operations via metrics, process design, and cross-functional execution
- Experience managing technical personnel and developing team leads or managers
- Background in incident and escalation management involving high-impact customer communications
- Working knowledge of logs, traces, observability, incident management, and ticketing platforms
- Familiarity with WordPress, Drupal, Next.js, or similar cloud infrastructure and web application environments
- Written and verbal communication skills suited for explaining technical concepts to diverse audiences
Qualifications
- Bachelor degree in a business, technical, or related field, or equivalent practical experience
- Experience building service metrics, operating reviews, dashboards, and reporting for senior leadership
- Experience utilizing AI or automation to enhance support workflows, triage, or knowledge access
Core Skills
Benefits
- Industry competitive compensation and equity plan
- Flexible time off, sick days, and 13 paid holidays
- Comprehensive medical, dental, and vision insurance
- Paid parental leave with family planning benefits including adoption and fertility support
- Monthly allowance for wellness, reading, and LinkedIn Learning access
- Performance bonus eligibility
- Company-wide and team-based events and activities
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the remote work policy for this position?
The source posting indicates that the position is remote.
What is the salary range for this role?
The annual base salary ranges from USD 164,400 to 205,500, with final compensation depending on factors like experience, role scope, and geographic location. The position is also eligible for a performance bonus and equity.
Is visa sponsorship available for applicants?
The posting specifies that visa sponsorship is not available at this time.
What educational background is required?
Candidates need a bachelor degree in a technical, business, or related field, or equivalent practical experience.
Sample Interview Questions
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