Global Senior Manager, Technical Support & Reliability

Pantheon; United States; On-site; USD 164,000 - 206,000; Full time

Benefits offered by this job

Equity plan

Flexible time off

Medical insurance

Parental leave

Office in SF & Chicago

Learning stipend

Job summary

Pantheon is seeking a Senior Manager, Technical Support Engineering to lead a global, follow-the-sun operating model. You will own escalation processes, platform reliability, proactive monitoring, and cross-functional partnerships with Engineering and Product.

You will drive operational excellence through data-driven decisions, define standards, and build scalable runbooks and playbooks while shaping a high-performing team across regions.

Qualifications

• 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.

Responsibilities

• 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.
• Own the operating procedures, runbooks, playbooks, review mechanisms, and reporting needed to make the function scalable.
• Create feedback loops that show whether a change improved the customer experience and the team’s ability to deliver.

Skills

Technical leadership

Global team leadership

Incident management

Cross-functional collaboration

Data-driven decisions

Communication

WP/Drupal familiarity

Strategic thinking

Mentoring & coaching

Education

Bachelor’s degree or equivalent

Tools

Ticketing systems

Observability tools

Job description

Pantheon is seeking a Senior Manager, Technical Support Engineering to lead a global, follow-the-sun operating model. You will own escalation processes, platform reliability, proactive monitoring, and cross-functional partnerships with Engineering and Product.

You will drive operational excellence through data-driven decisions, define standards, and build scalable runbooks and playbooks while shaping a high-performing team across regions.