Senior Manager, Technical Support Engineering

Pantheon; United States; Remote; USD 140,000 - 210,000; Full time

Job summary

Pantheon is seeking a Senior Manager, Technical Support Engineering to lead the global operating model and high‑performing support teams across regions. You will own on‑call coverage, escalation paths, and cross‑functional partnerships with Engineering to improve reliability and customer outcomes.

The role focuses on diagnosing systemic issues, reducing unnecessary processes, and implementing durable improvements using data, customer signals, and team feedback.

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.
• Ensure coverage, workload, and priorities match customer risk and business needs.
• Build the mechanisms that allow the team to operate effectively across time zones without relying on constant manager intervention.
• Diagnose operational problems at the system level, including unclear ownership, weak handoffs, avoidable escalations, capacity constraints, and inconsistent follow-through.
• Design simple, durable solutions that improve speed and quality without adding process for its own sake.
• Use service data, ticket trends, customer feedback, incident reviews, and team input to prioritize improvements.
• Own the operating procedures, runbooks, playbooks, review mechanisms, and reporting needed to make the function scalable.
• Establish clear standards for escalation quality, customer communication, Engineering follow-up, incident participation, and documentation.
• Create feedback loops that show whether a change improved the customer experience and the team’s ability to deliver.
• Use automation and AI thoughtfully to reduce repetitive work, improve signal detection, and increase the team’s capacity for complex issues.

Skills

Leadership

Global operations

Escalation management

Data-driven decision making

On-call engineering

Cross-functional collaboration

Automation & AI

Job description

About Pantheon

Pantheon WebOps Platform powers the open web, running more than 300,000 sites in the cloud for customers including Google, Princeton, Salesloft and Doctors Without Borders. Every day, thousands of developers and marketers create, iterate, and scale WordPress and Drupal sites to reach billions of people globally. Pantheon’s multitenant, container-based platform enables organizations to manage all of their websites from a single dashboard. Organizations including Clorox and the United Nations drive results through accelerated development and real-time publishing using Pantheon’s collaborative workflows.

The Role

The Senior Manager, Technical Support Engineering leads the operating model that helps Technical Support solve complex customer problems with speed, depth, and consistency. This role owns the systems, standards, and partnerships that allow a high-performing global team to do its best work.

The role includes leadership of specialized capability for complex escalations, platform reliability, proactive monitoring, on-call engineering tasks, and structured partnership with Engineering. This is an operational leadership role. The successful candidate will look for constraints in the system, identify practical solutions, and build repeatable ways of working. They will use data, customer signals, and team feedback to improve service without creating unnecessary processes.

What you will own

Global operating model

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.

Ensure coverage, workload, and priorities match customer risk and business needs.

Build the mechanisms that allow the team to operate effectively across time zones without relying on constant manager intervention.

Operational excellence and continuous improvement

Diagnose operational problems at the system level, including unclear ownership, weak handoffs, avoidable escalations, capacity constraints, and inconsistent follow-through.

Design simple, durable solutions that improve speed and quality without adding process for its own sake.

Use service data, ticket trends, customer feedback, incident reviews, and team input to prioritize improvements.

Own the operating procedures, runbooks, playbooks, review mechanisms, and reporting needed to make the function scalable.

Establish clear standards for escalation quality, customer communication, Engineering follow-up, incident participation, and documentation.

Create feedback loops that show whether a change improved the customer experience and the team’s ability to deliver.

Use automation and AI thoughtfully to reduce repetitive work, improve signal detection, and increase the team’s capacity for complex issues.

Customer and cross‑functional leadership

Act as an escalation leader f