Senior Manager, Technical Support Engineering

Job not on LinkedIn

🔥 20 minutes ago

🇺🇸 United States – Remote

💵 $147.7k - $184.6k / year

⏰ Full Time

🟠 Senior

📞 Support Engineer

👻 Ghost score 0%

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Pantheon Platform

WebsiteLinkedInAll Job Openings

501 - 1000 employees

💼 Consulting

📣 Marketing

☁️ SaaS

Consulting • Marketing • SaaS

Pantheon Platform is the WebOps platform for managing websites built on Drupal and WordPress. The company focuses on empowering developers, IT professionals, and marketers to develop, test, and release website changes quickly and reliably, thereby enhancing the management of single or multiple websites. With its cloud-native software, Pantheon aims to help organizations create value through efficient website operations.

📋 Description

• Lead Technical Support Engineering operations across multiple regions and locations • Design and maintain a follow-the-sun model with regional ownership, handoffs, on-call coverage, and escalation paths • Establish operating cadences, coverage models, priorities, procedures, runbooks, playbooks, review mechanisms, and reporting • Diagnose system-level operational problems and design durable solutions • Use service data, ticket trends, customer feedback, incident reviews, and team input to prioritize improvements • Establish standards for escalation quality, customer communication, Engineering follow-up, incident participation, and documentation • Use automation and AI to reduce repetitive work, improve signal detection, and increase capacity for complex issues • Lead high-impact customer escalations and incidents, ensuring clear ownership, timely updates, and technically credible guidance • Partner with Customer Success, Account teams, Product, Professional Services, and Engineering on complex customer situations • Translate team performance, customer risk, and recurring technical themes into recommendations for senior leadership • Build and sustain a high-performing team; set expectations for managers, team leads, and engineers • Coach leaders, develop technical depth, and own performance management, career development, succession planning, and retention • Establish baselines and drive continuous improvement against service, coverage, customer, reliability, and team-performance measures

🎯 Requirements

• Significant experience leading technical support, escalation support, site reliability, platform operations, or a related function in a SaaS, cloud, or web infrastructure environment • Experience leading globally distributed or follow-the-sun teams • Demonstrated record of improving support operations through better ownership, process design, metrics, and cross-functional execution • Experience managing high-performing technical teams and developing managers or team leads • Strong incident and escalation management experience, including customer communication during high-impact events • Experience partnering with Engineering and Product to investigate defects, improve reliability, and address systemic issues • Strong analytical judgment and ability to turn operational data into clear priorities and decisions • Experience building or improving service metrics, dashboards, operating reviews, and reporting for senior stakeholders • Strong written and verbal communication, including explaining complex technical issues to non-technical audiences • Working knowledge of observability, logs, traces, incident management, ticketing systems, and technical knowledge management • Familiarity with WordPress, Drupal, and Next.js, or comparable web application and cloud infrastructure environments • Experience using automation or AI to improve support workflows, knowledge access, triage, or operational visibility • Bachelor’s degree in a technical, business, or related field, or equivalent practical experience • Visa sponsorship is not available at this time

🏖️ Benefits

• Industry competitive compensation and equity plan • Flexible time off, sick days, and 13 paid holidays • Comprehensive medical insurance including Health, Dental and Vision • Paid parental leave (plus fertility, adoption and other family planning benefits) • In-office workspace (San Francisco & Chicago) • Monthly allowance for wellness, reading and access to LinkedIn Learning for continued development • Events and activities both team-based and company wide that inspire, educate and cultivate • Performance bonus • Equity