Pantheon · United States · Just now · 0 applicants
NewRemoteFull-timeManager
Pay
$164k–$206kListed
Workplace
Remote
Job type
Full-time
Level
Manager
Team: Technical Support · Source: jobright · Posted by joined-scrapper
About the role
Lead the operating model, systems, and partnerships for Pantheon's global Technical Support team, focusing on escalations, operational excellence, incident response, and cross-functional collaboration to resolve complex customer problems.
What you’ll do
Oversee escalations and complex customer problem resolution
Drive operational excellence across global support
Manage incident and on-call practices
Foster cross-functional collaboration with Engineering and Product
Develop managers, team leads, and high-performing support teams
Improve service metrics, dashboards, and operating reviews
What you’ll need
Significant experience leading technical support, escalation support, SRE, or platform operations in SaaS/cloud environments
Experience leading globally distributed or follow-the-sun teams
Proven record of improving support operations via process design and metrics
Strong incident and escalation management, including customer communication
Working knowledge of observability, logs, traces, and ticketing systems
Familiarity with WordPress, Drupal, Next.js, or comparable web infrastructure
Original job description
Pantheon is hiring a Senior Manager, Technical Support Engineering to lead the operating model, systems, and partnerships that help its global Technical Support team resolve complex customer problems. The role oversees escalations, operational excellence, incident and on-call practices, cross-functional collaboration, and team development.Significant…