Senior Manager, Technical Support Engineering
Pantheon · United States (Remote)
About this role
**Senior Manager, Technical Support Engineering — Pantheon** ## 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. 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. ## 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. You’ll lead specialized capability for complex escalations, platform reliability, proactive monitoring, on-call engineering tasks, and structured partnership with Engineering. This is operational leadership: you’ll look for constraints, identify practical solutions, and build repeatable ways of working—using data, customer signals, and team feedback to improve service without unnecessary process. ## 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 mechanisms that enable effective cross-time-zone operations without constant manager intervention ### Operational excellence and continuous improvement - Diagnose operational problems at the system level (unclear ownership, weak handoffs, avoidable escalations, capacity constraints, 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 operating procedures, runbooks, playbooks, review mechanisms, and reporting to scale the function - Establish standards for escalation quality, customer communication, Engineering follow-up, incident participation, and documentation - Create feedback loops to confirm changes improved customer experience and team delivery - Use automation and AI thoughtfully to reduce repetitive work, improve signal detection, and increase capacity for complex issues ### Customer and cross-functional leadership - Act as an escalation leader for high-impact customer issues and incidents - Ensure customers receive clear ownership, timely updates, and technically credible guidance - Partner with Customer Success, Account teams, Product, Professional Services, and Engineering on complex customer situations - Translate team performance, customer risk, and recurring technical themes into recommendations for senior leadership - Connect Support execution to customer trust, retention, expansion readiness, and differentiated support offerings ### Team leadership and development - Build and sustain a high-performing team with clear standards for judgment, ownership, technical depth, and customer care - Set clear expectations for managers, team leads, and engineers—then provide context and tools to meet th
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