Senior Manager of Technical Support Engineering, Pantheon
$147.7-205.5k
Salary dependent on location. Plus a performance bonus and equity.
More information about location
Website operations platform
Be an early applicant
Website operations platform
201-500 employees
Be an early applicant
$147.7-205.5k
Salary dependent on location. Plus a performance bonus and equity.
More information about location
201-500 employees
Company mission
To make the web a first-class platform that delivers results, one that empowers marketing and development teams to take control of their websites.
Role
Who you are
- 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
- A 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 the 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 the ability to explain 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
What the job involves
- The Senior Manager, Technical Support Engineering leads the operating model that helps Technical Support solve complex customer problems with speed, depth, and consistency. This role owns the systems, standards, and partnerships that allow a high-performing global team to do its best work
- The role includes leadership of specialized capability for complex escalations, platform reliability, proactive monitoring, on-call engineering tasks, and structured partnership with Engineering. This is an operational leadership role
- The successful candidate will look for constraints in the system, identify practical solutions, and build repeatable ways of working. They will use data, customer signals, and team feedback to improve service without creating unnecessary processes
- Lead Technical Support Engineering operations across multiple regions and locations
- Design and maintain a follow-the-sun model with clear regional ownership, handoffs, on-call coverage, and escalation paths
- Establish operating cadences that make work visible, decisions timely, and ownership clear
- Ensure coverage, workload, and priorities match customer risk and business needs
- Build the mechanisms that allow the team to operate effectively across time zones without relying on constant manager intervention
- Diagnose operational problems at the system level, including unclear ownership, weak handoffs, avoidable escalations, capacity constraints, and inconsistent follow-through
- Design simple, durable solutions that improve speed and quality without adding process for its own sake
- Use service data, ticket trends, customer feedback, incident reviews, and team input to prioritize improvements
- Own the operating procedures, runbooks, playbooks, review mechanisms, and reporting needed to make the function scalable
- Establish clear standards for escalation quality, customer communication, Engineering follow-up, incident participation, and documentation
- Create feedback loops that show whether a change improved the customer experience and the team’s ability to deliver
- Use automation and AI thoughtfully to reduce repetitive work, improve signal detection, and increase the team’s capacity for complex issues
- Act as an escalation leader for high-impact customer issues and incidents
- Ensure customers receive 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 clear recommendations for senior leadership
- Connect Support execution to customer trust, retention, expansion readiness, and the company’s ability to deliver differentiated support offerings
- Build and sustain a high-performing team with clear standards for judgment, ownership, technical depth, and customer care
- Set clear expectations for managers, team leads, and engineers, then give them the context and tools to meet those expectations
- Coach leaders to solve operational problems independently rather than escalating every constraint upward
- Develop technical depth in platform troubleshooting, incident response, observability, and customer communication
- Own performance management, career development, succession planning, and retention for the function
- Make thoughtful decisions about readiness, role fit, and team structure with clarity and care
- Protect the conditions that allow strong engineers to do deep work while maintaining reliable customer coverage
- Build an environment where people raise risks early, challenge weak processes constructively, and follow through on commitments
- Measures of success
- The Senior Manager will establish baselines early and use the measures below to drive decisions and continuous improvement
- Faster and more consistent acknowledgement and resolution of high-severity issues
- Improved quality and actionability of Engineering handoffs
- Fewer avoidable escalations and stronger trust from Engineering in Support triage
- Reliable follow-the-sun and on-call coverage across all three regions
- Clear ownership and timely follow-up throughout complex customer issues
- More recurring platform patterns surfaced with supporting data and converted into corrective action
- Meaningful contributions to post-incident reviews, reliability improvements, and reusable runbooks
- Strong customer outcomes on the most complex and highest-risk interactions
- A team that is engaged, technically capable, and able to operate with increasing autonomy
- Documented workflow improvements that increase capacity or reduce avoidable effort through automation and AI
Our take
In today's digital landscape, website hosting is a critical component for businesses, and the demand for fast, reliable, and scalable hosting platforms is higher than ever. The competition is fierce, with major players like GoDaddy, Ionos, AWS, and WP Engine dominating the space.
One standout in this crowded market is Pantheon, a leading WebOps platform designed to deliver high-performance hosting for content-driven websites. Pantheon's unique value lies in its ability to provide seamless collaboration between developers and marketers while ensuring fast, reliable website performance. It's a platform that goes beyond traditional hosting by offering powerful tools for managing websites and scaling them as needed - making it a go-to choice for many organisations.
Pantheon has continuously innovated to stay ahead of the competition, with significant investments driving its growth. Initially focused on hosting solutions for WordPress and Drupal websites, it now offers content management as a service. This expansion was bolstered by significant funding, fueling further product development and the introduction of new features like personalisation and analytics. These efforts have reinforced Pantheon's position as a leader in the WebOps and hosting space.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-19% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Jul 2021
$100m
SERIES E
Mar 2019
$40m
SERIES D
Total funding: $196.8m
Company benefits
- Health & Wellness: Taking care of you and your family is important to us. Our healthcare benefits program delivers choice and value so you can prioritize your health
- Remote & In-Office: We believe in a flexible employee experience, our San Francisco office is a center for collaboration and connection, but it's not the only place this happens
- Flexible Time-Off: We encourage work/life balance. Take time off when you need it, and return ready to make magic on the internet when you're ready and refreshed
- Monthly Book & Gym Allowance: One of the many ways we enable our team to take control of their development and wellness is to take advantage of our books and gym membership allowance
- Promoting Inclusivity: We strive to have a culture where Pantheors across the globe feel a high sense of belonging and engagement. We have several programs in place to help cultivate inclusion at Pantheon, including educational events, open forums, and training opportunities
- Giving Back: We believe in cultivating passion and giving back to the community we live and work in. Pantheon offers a Donation Matching program of $500 per employee and holds multiple team volunteer opportunities throughout the year
- Employee Resource Groups: Our Pantheon Resource Groups (PRGs) allow employees to connect, support each other, and spread awareness
- Professional Development: We support employee learning and development through company led-training, leadership forums, and full access to LinkedIn Learning's catalogue of courses
Company HQ
Chinatown, San Francisco, CA
Leadership
Sameer Kazi
(CEO)Joined Pantheon in 2024 as CEO. They have also served as the Managing Director of Operating Capital since 2015. Previously they were the President of ActiveCampaign and CEO of Cheetah Digital.
Josh Koenig
(Co-Founder & SVP of Marketing)They were part of the team that drove the first high-profile public Drupal use-case with the Howard and Dean campaign in 2003. They then went on to found the Drupal Dojo, an online learning community for developers, and to co-found the premiere Drupal agency in San Francisco, Chapter Three.
David Strauss
(Co-Founder & Advisor)After co-founding Four Kitchens, a successful Web Development shop, they found themselves gravitating away from the customer client work and towards infrastructure solutions. Large clients like NBCUniversal, The Economics, and Wikimedia had already benefited from their scalability and database optimization work.
Share this job
View 11 more jobs at Pantheon