Senior IT Support Engineer, Pantheon

• 5+ years of experience in IT support, systems administration, or a related technical role, preferably in a distributed SaaS or technology company
• Demonstrated ability to operate as a senior individual contributor: you prioritize effectively, make sound decisions with incomplete information, and take ownership through resolution
• Strong troubleshooting skills across macOS and Windows, including operating systems, endpoint configuration, applications, peripherals, and common connectivity issues
• Experience managing end-user devices with MDM platforms such as Jamf or Intune, including enrollment, configuration, software deployment, compliance, and lifecycle support
• Strong working knowledge of identity and access concepts and experience supporting an identity provider such as Okta, OneLogin, or Microsoft Entra ID
• Ability to diagnose and resolve MFA, SSO, account-access, and provisioning issues while following security and least-privilege practices
• Experience supporting SaaS productivity and collaboration tools such as Google Workspace, Slack, Zoom, and Microsoft 365
• Familiarity with endpoint-protection and security tools, along with the judgment to handle sensitive employee and company information appropriately
• Experience supporting office networks, conference rooms, A/V equipment, and in-person technology needs
• Comfortable managing a ticket queue, balancing urgent incidents with planned work, and meeting response and resolution expectations
• Experience using or administering helpdesk or ITSM platforms; comfortable configuring queues, forms, routing rules, service-level expectations, automations, knowledge workflows, and AI-assisted support features
• Clear, friendly, and empathetic written and verbal communication, including the ability to support colleagues across different roles, locations, and technical skill levels
• Strong documentation habits and the ability to explain technical issues and solutions in language that non-technical stakeholders can use
• Resourceful, organized, and self-motivated, with excellent attention to detail and a strong sense of accountability

Desirable

• Pantheon is looking for a highly capable Senior IT Support Engineer to join our Information Technology team in Vancouver. You will provide thoughtful, hands-on support to Pantheon’s distributed workforce while contributing to the systems, processes, and projects that keep our people productive and secure
• This is a senior individual-contributor role for someone who can independently troubleshoot complex technical issues, take ownership of ambiguous problems, and partner effectively across IT, Security, People, and business teams. You will work across end-user support, identity and access, endpoint management, office technology, and IT projects, bringing a practical, service-oriented mindset to each area
• You will report to the Director of IT and collaborate with support and systems engineering teammates across time zones. The role is hybrid and based in the Vancouver, BC area, with regular in-person support for Vancouver employees and occasional support for office events and technology rollouts
• Provide responsive, empathetic technical support for employees across macOS, Windows, SaaS applications, hardware, peripherals, network connectivity, and conference-room technology
• Own complex support issues from initial diagnosis through resolution, communicating clearly with stakeholders and escalating with thorough documentation when a problem requires broader engineering support
• Serve as a trusted senior point of contact for difficult or high-impact end-user issues without requiring day-to-day supervision
• Support onboarding and offboarding by coordinating equipment, configuring devices, provisioning or removing access, and helping employees get productive quickly and securely
• Troubleshoot authentication and access issues involving Okta, MFA, SSO applications, password recovery, and account lifecycle changes
• Administer and maintain end-user devices through MDM and endpoint-security tooling such as Jamf and Intune, following established security baselines and deployment practices
• Support Vancouver office technology, including wired and wireless connectivity, conference rooms, A/V, meeting spaces, and all-hands or executive events; coordinate with the broader IT team when issues extend beyond the local office
• Participate in IT and cross-functional projects from planning through implementation and post-launch review, providing practical input on user impact, supportability, and operational readiness
• Help improve IT operations by identifying recurring issues, strengthening knowledge articles and procedures, and recommending changes that reduce friction and repeat tickets
• Maintain accurate records for tickets, assets, devices, access changes, and support procedures so work is auditable and easy to hand off
• Use and continuously improve Serval over time, refining AI-assisted ticket triage, categorization, routing, knowledge suggestions, workflow automations, and routine-ticket resolution; monitor outcomes, improve workflows, and apply human judgment and review for sensitive or high-impact issues
• Contribute to support reporting and service improvements by using ticket and asset data to identify trends, gaps, and opportunities for better tooling or process
• Use scripting or automation where appropriate to reduce repetitive work, improve consistency, and support bulk device or account operations
• The IT team helps make work secure, reliable, and frictionless for Pantheors around the world. In this role, you will combine excellent employee support with strong technical judgment, helping the team solve today’s problems while improving the systems and processes that prevent tomorrow’s