{"id":2739486,"url":"https://alion.io/job/pantheon-senior-it-support-engineer","title":"Senior IT Support Engineer","company":{"id":14564,"name":"Pantheon","domain":"pantheon.io","url":"https://alion.io/company/pantheon-systems-inc","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":91,"open_postings":8,"ghost_share":0,"stale_share":0.375,"repost_share":0,"time_to_fill_p50_days":59,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Vancouver, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":48000,"max_usd":88000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":25},"experience_years_min":5,"visa_sponsorship":true,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Google Workspace","optional":false},{"name":"ITSM","optional":false},{"name":"Least Privilege","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Okta","optional":false},{"name":"Slack","optional":false},{"name":"Windows","optional":false},{"name":"ISO 27001","optional":true},{"name":"PowerShell","optional":true},{"name":"Python","optional":true},{"name":"SOC 2","optional":true},{"name":"Zapier","optional":true}],"status":"live","first_seen_at":"2026-10-16T17:22:26Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-10-18T06:14:40Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"The Role\nPantheon is looking for a highly capable Senior IT Support Engineer to join our Information Technology team in Vancouver. You will provide thoughtful, hands-on support to Pantheon’s distributed workforce while contributing to the systems, processes, and projects that keep our people productive and secure.\nThis is a senior individual-contributor role for someone who can independently troubleshoot complex technical issues, take ownership of ambiguous problems, and partner effectively across IT, Security, People, and business teams. You will work across end-user support, identity and access, endpoint management, office technology, and IT projects, bringing a practical, service-oriented mindset to each area.\nYou will report to the Director of IT and collaborate with support and systems engineering teammates across time zones. The role is hybrid and based in the Vancouver, BC area, with regular in-person support for Vancouver employees and occasional support for office events and technology rollouts.\nWhat You’ll Do\nProvide responsive, empathetic technical support for employees across macOS, Windows, SaaS applications, hardware, peripherals, network connectivity, and conference-room technology.\nOwn complex support issues from initial diagnosis through resolution, communicating clearly with stakeholders and escalating with thorough documentation when a problem requires broader engineering support.\nServe as a trusted senior point of contact for difficult or high-impact end-user issues without requiring day-to-day supervision.\nSupport onboarding and offboarding by coordinating equipment, configuring devices, provisioning or removing access, and helping employees get productive quickly and securely.\nTroubleshoot authentication and access issues involving Okta, MFA, SSO applications, password recovery, and account lifecycle changes.\nAdminister and maintain end-user devices through MDM and endpoint-security tooling such as Jamf and Intune, following established security baselines and deployment practices.\nSupport Vancouver office technology, including wired and wireless connectivity, conference rooms, A/V, meeting spaces, and all-hands or executive events; coordinate with the broader IT team when issues extend beyond the local office.\nParticipate in IT and cross-functional projects from planning through implementation and post-launch review, providing practical input on user impact, supportability, and operational readiness.\nHelp improve IT operations by identifying recurring issues, strengthening knowledge articles and procedures, and recommending changes that reduce friction and repeat tickets.\nMaintain accurate records for tickets, assets, devices, access changes, and support procedures so work is auditable and easy to hand off.\nUse and continuously improve Serval over time, refining AI-assisted ticket triage, categorization, routing, knowledge suggestions, workflow automations, and routine-ticket resolution; monitor outcomes, improve workflows, and apply human judgment and review for sensitive or high-impact issues.\nContribute to support reporting and service improvements by using ticket and asset data to identify trends, gaps, and opportunities for better tooling or process.\nUse scripting or automation where appropriate to reduce repetitive work, improve consistency, and support bulk device or account operations.\nWhat You Bring to the Table\n5+ years of experience in IT support, systems administration, or a related technical role, preferably in a distributed SaaS or technology company.\nDemonstrated ability to operate as a senior individual contributor: you prioritize effectively, make sound decisions with incomplete information, and take ownership through resolution.\nStrong troubleshooting skills across macOS and Windows, including operating systems, endpoint configuration, applications, peripherals, and common connectivity issues.\nExperience managing end-user devices with MDM platforms such as Jamf or Intune, including enrollment, configuration, software deployment, compliance, and lifecycle support.\nStrong working knowledge of identity and access concepts and experience supporting an identity provider such as Okta, OneLogin, or Microsoft Entra ID.\nAbility to diagnose and resolve MFA, SSO, account-access, and provisioning issues while following security and least-privilege practices.\nExperience supporting SaaS productivity and collaboration tools such as Google Workspace, Slack, Zoom, and Microsoft 365.\nFamiliarity with endpoint-protection and security tools, along with the judgment to handle sensitive employee and company information appropriately.\nExperience supporting office networks, conference rooms, A/V equipment, and in-person technology needs.\nComfortable managing a ticket queue, balancing urgent incidents with planned work, and meeting response and resolution expectations.\nExperience using or administering helpdesk or ITSM platforms; comfortable configuring queues, forms, routing rules, service-level expectations, automations, knowledge workflows, and AI-assisted support features.\nClear, friendly, and empathetic written and verbal communication, including the ability to support colleagues across different roles, locations, and technical skill levels.\nStrong documentation habits and the ability to explain technical issues and solutions in language that non-technical stakeholders can use.\nResourceful, organized, and self-motivated, with excellent attention to detail and a strong sense of accountability.\nBonus Points For\nExperience with scripting or automation using Bash, Python, PowerShell, or similar tools.\nFamiliarity with Okta Workflows, Workato, Zapier, or API-based integrations.\nExperience with zero-touch or automated device deployment.\nExperience supporting security, audit-readiness, or compliance initiatives such as ISO 27001 or SOC 2.\nExperience with network troubleshooting, Cisco Meraki, endpoint detection and response, or related security tooling.\nCertifications such as Jamf, Okta, Apple Certified Support Professional, CompTIA A+, Microsoft, or Google Workspace.\nWhy This Role Matters\nThe IT team helps make work secure, reliable, and frictionless for Pantheors around the world. In this role, you will combine excellent employee support with strong technical judgment, helping the team solve today’s problems while improving the systems and processes that prevent tomorrow’s.\nWhat We Offer \nWe have all the usual perks and benefits but what we can really offer you is a fantastic work environment powered by an amazing team.\nIndustry competitive compensation and equity plan\nFlexible time off, sick days, and 13 paid holidays\nComprehensive medical insurance including Health, Dental and Vision\nPaid parental leave (plus fertility, adoption and other family planning benefits)\nIn-office workspace (San Francisco & Chicago)\nMonthly allowance for wellness, reading and access to LinkedIn Learning for continued development\nEvents and activities both team-based and company wide that inspire, educate and cultivate\nPantheon is an equal opportunity employer and we welcome applications from all backgrounds regardless of race, color, religion, sex, national origin, ancestry, age, marital status, sexual orientation, gender identity, veteran status, disability, or any other classification protected by law. Pantheon complies with federal and local disability laws and makes reasonable accommodations for applicants and employees with disabilities. If you need a reasonable accommodation due to a disability for any part of the interview process, please contact . Pursuant to local and federal regulations, Pantheon will consider qualified applicants with arrest and conviction records for employment.\nAfter an offer is made and accepted, E-verify will be utilized to establish your identity and employment eligibility as required by the U.S. Department of Homeland Security.\nTo review the Employee and Applicant's Privacy Policy, click here.\nVisa Sponsorship is not available at this time.","description_format":"text","description_chars":8037,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Flexible time off","Health insurance","Parental leave"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["CMS & Digital Experience Platforms","Web Hosting & VPS"],"lifecycle":[{"event":"open","at":"2026-10-16T20:19:47Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":0,"expected_fill_days":59,"reasons":["conf:1","velocity","win:early"],"computed_at":"2026-10-17T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/pantheon-senior-it-support-engineer","json_url":"https://alion.io/job/pantheon-senior-it-support-engineer.json","meta":{"generated_at":"2026-10-18T06:25:44Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":9499,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-19T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":14564},"rest":"https://alion.io/mcp/rest/get_company?id=14564"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fpantheon-senior-it-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fpantheon-senior-it-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fpantheon-senior-it-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/pantheon-senior-it-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fpantheon-senior-it-support-engineer"}]}