Global Technical Support Engineering Lead

OpenKrill; United States; Remote; USD 164,000 - 206,000; Full time

Benefits offered by this job

Industry competitive compensation and

Equity plan

Flexible time off

Comprehensive medical insurance (H)

Paid parental leave

In-office workspace (San Francisco & 2

Job summary

Pantheon seeks a Senior Manager, Technical Support Engineering to lead its global operations, shaping an operating model for a high-performing multi-region team of support engineers.

You will own cross-functional partnerships with Engineering and Product, drive incident management discipline, and design scalable runbooks and escalation paths to improve speed, quality, and customer outcomes.

Qualifications

• Significant experience leading technical support, escalation, site reliability, or related function in SaaS/cloud/web infra.
• Experience leading globally distributed follow-the-sun teams.
• Proven track record improving support operations through ownership, metrics, and cross-functional execution.
• Experience developing managers or team leads.

Responsibilities

• Lead Technical Support Engineering operations across regions and locations.
• Own follow-the-sun model with clear ownership, handoffs, on-call coverage, and escalation paths.
• Partner with Engineering, Product, and Customer Success on complex customer issues.
• Define and improve service metrics, runbooks, and incident review processes.

Skills

Technical leadership

Global team leadership

Incident management

Cross-functional collaboration

Data-driven decision making

Education

Bachelor’s degree in technical or related field

Tools

WordPress

Drupal

Next.js

Observability tools

Job description

Pantheon seeks a Senior Manager, Technical Support Engineering to lead its global operations, shaping an operating model for a high-performing multi-region team of support engineers.

You will own cross-functional partnerships with Engineering and Product, drive incident management discipline, and design scalable runbooks and escalation paths to improve speed, quality, and customer outcomes.