Senior Manager, Technical Support Engineering
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Job Description
Senior Manager leading global technical support operations for Pantheon’s cloud WebOps platform. Improving escalations, reliability, automation, and customer outcomes across distributed teams.
Responsibilities:
- 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
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