Remote Global Head of Technical Support Engineering

WebHosting; United States; Remote; USD 148,000 - 185,000; Full time

Benefits offered by this job

Performance bonus

Equity

Remote-friendly policy

Job summary

PANTHEON is seeking a Senior Manager, Technical Support Engineering to lead a global, remote team delivering high-quality support and reliability for a SaaS platform powering WordPress and Drupal sites. You will own operating models, on-call coverage, and cross-functional partnerships with Engineering and Product.

You will champion operational excellence, scale processes, and drive data-informed improvements while working across time zones to ensure customer success and platform stability.

Qualifications

• Proven experience leading technical support or site reliability teams.
• Strong incident management and escalation capabilities.
• Proficiency in observability, incident response, and written communication.

Responsibilities

• Lead Global Technical Support Engineering operations across regions.
• Design follow-the-sun model with clear ownership and on-call coverage.
• Set standards for escalation quality and engineering follow-up.
• Own runbooks, playbooks, and incident postmortems for scalability.
• Partner with Engineering and Product to improve reliability and reduce incidents.
• Translate performance data into actionable leadership recommendations.

Skills

Technical leadership

Global teams

Incident management

Observability

Data-driven decisions

Education

Bachelor's degree or equivalent

Tools

WordPress

Drupal

Next.js

Job description

PANTHEON is seeking a Senior Manager, Technical Support Engineering to lead a global, remote team delivering high-quality support and reliability for a SaaS platform powering WordPress and Drupal sites. You will own operating models, on-call coverage, and cross-functional partnerships with Engineering and Product.

You will champion operational excellence, scale processes, and drive data-informed improvements while working across time zones to ensure customer success and platform stability.