Pantheon.io is the platform built for WordPress, Drupal, and Next.js. We deliver your business needs to build, host, and manage with digital speed and agility. Backed by SoftBank VF.
About the role
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. Found on 1752vc Careers, the job board for startup and VC roles.
What they're looking for
- 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
More about this role
Pantheon WebOps Platform powers the open web, running more than 300,000 sites in the cloud for customers including Google, Princeton, Salesloft and Doctors Without Borders. Every day, thousands of developers and marketers create, iterate, and scale WordPress and Drupal sites to reach billions of people globally. Pantheon’s multitenant, container-based platform enables organizations to manage all of their websites from a single dashboard. Organizations including Clorox and the United Nations drive results through accelerated development and real-time publishing using Pantheon’s collaborative workflows.
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...
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