{"id":2546476,"url":"https://alion.io/job/pantheon-senior-manager-technical-support-engineering","title":"Senior Manager, Technical Support Engineering","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":97,"open_postings":8,"ghost_share":0,"stale_share":0.125,"repost_share":0,"time_to_fill_p50_days":59,"computed_at":"2026-10-14T06:34:16Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":164400,"max":205500,"currency":"USD","period":"year","gross":null,"usd_annual":205500},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":true,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Drupal","optional":false},{"name":"Incident Management","optional":false},{"name":"Next.js","optional":false},{"name":"WordPress","optional":false},{"name":"JavaScript","optional":true},{"name":"PHP","optional":true},{"name":"React.js","optional":true}],"status":"live","first_seen_at":"2026-10-14T16:23:58Z","employer_posted_date":"2026-10-14","last_verified_at":"2026-10-15T04:01:48Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"About Pantheon\nPantheon 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.\nThe Role\nThe 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.\nThe 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.\nWhat you will own\nGlobal operating model\nLead Technical Support Engineering operations across multiple regions and locations\nDesign and maintain a follow-the-sun model with clear regional ownership, handoffs, on-call coverage, and escalation paths.\nEstablish operating cadences that make work visible, decisions timely, and ownership clear.\nEnsure coverage, workload, and priorities match customer risk and business needs.\nBuild the mechanisms that allow the team to operate effectively across time zones without relying on constant manager intervention.\nOperational excellence and continuous improvement\nDiagnose operational problems at the system level, including unclear ownership, weak handoffs, avoidable escalations, capacity constraints, and inconsistent follow-through.\nDesign simple, durable solutions that improve speed and quality without adding process for its own sake.\nUse service data, ticket trends, customer feedback, incident reviews, and team input to prioritize improvements.\nOwn the operating procedures, runbooks, playbooks, review mechanisms, and reporting needed to make the function scalable.\nEstablish clear standards for escalation quality, customer communication, Engineering follow-up, incident participation, and documentation.\nCreate feedback loops that show whether a change improved the customer experience and the team’s ability to deliver.\nUse automation and AI thoughtfully to reduce repetitive work, improve signal detection, and increase the team’s capacity for complex issues.\nCustomer and cross-functional leadership\nAct as an escalation leader for high-impact customer issues and incidents.\nEnsure customers receive clear ownership, timely updates, and technically credible guidance.\nPartner with Customer Success, Account teams, Product, Professional Services, and Engineering on complex customer situations.\nTranslate team performance, customer risk, and recurring technical themes into clear recommendations for senior leadership.\nConnect Support execution to customer trust, retention, expansion readiness, and the company’s ability to deliver differentiated support offerings.\nTeam leadership and development\nBuild and sustain a high-performing team with clear standards for judgment, ownership, technical depth, and customer care.\nSet clear expectations for managers, team leads, and engineers, then give them the context and tools to meet those expectations.\nCoach leaders to solve operational problems independently rather than escalating every constraint upward.\nDevelop technical depth in platform troubleshooting, incident response, observability, and customer communication.\nOwn performance management, career development, succession planning, and retention for the function.\nMake thoughtful decisions about readiness, role fit, and team structure with clarity and care.\nProtect the conditions that allow strong engineers to do deep work while maintaining reliable customer coverage.\nBuild an environment where people raise risks early, challenge weak processes constructively, and follow through on commitments.\nMeasures of success\nThe Senior Manager will establish baselines early and use the measures below to drive decisions and continuous improvement.\nFaster and more consistent acknowledgement and resolution of high-severity issues.\nImproved quality and actionability of Engineering handoffs.\nFewer avoidable escalations and stronger trust from Engineering in Support triage.\nReliable follow-the-sun and on-call coverage across all three regions.\nClear ownership and timely follow-up throughout complex customer issues.\nMore recurring platform patterns surfaced with supporting data and converted into corrective action.\nMeaningful contributions to post-incident reviews, reliability improvements, and reusable runbooks.\nStrong customer outcomes on the most complex and highest-risk interactions.\nA team that is engaged, technically capable, and able to operate with increasing autonomy.\nDocumented workflow improvements that increase capacity or reduce avoidable effort through automation and AI.\nWhat we are looking for\nSignificant experience leading technical support, escalation support, site reliability, platform operations, or a related function in a SaaS, cloud, or web infrastructure environment.\nExperience leading globally distributed or follow-the-sun teams.\nA demonstrated record of improving support operations through better ownership, process design, metrics, and cross-functional execution.\nExperience managing high-performing technical teams and developing managers or team leads.\nStrong incident and escalation management experience, including customer communication during high-impact events.\nExperience partnering with Engineering and Product to investigate defects, improve reliability, and address systemic issues.\nStrong analytical judgment and the ability to turn operational data into clear priorities and decisions.\nExperience building or improving service metrics, dashboards, operating reviews, and reporting for senior stakeholders.\nStrong written and verbal communication, including the ability to explain complex technical issues to non-technical audiences.\nWorking knowledge of observability, logs, traces, incident management, ticketing systems, and technical knowledge management.\nFamiliarity with WordPress, Drupal, and Next.js, or comparable web application and cloud infrastructure environments.\nExperience using automation or AI to improve support workflows, knowledge access, triage, or operational visibility.\nBachelor’s degree in a technical, business, or related field, or equivalent practical experience.\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\nThe base salary for this position is $164,400.00 - $205,500.00 annually for employees based in San Francisco and New York, and $147,700.00 - $184,600.00 annually for all other U.S. locations. Final compensation will be determined based on factors including role scope, relevant experience, and geographic location. In addition to base salary, this position is eligible for a performance bonus and equity.\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.\nTo review the Employee and Applicant's Privacy Policy, click here.\nVisa Sponsorship is not available at this time.","description_format":"text","description_chars":8877,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Equity","Flexible time off","Health insurance","Parental leave"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Marine & Ocean Engineering","CMS & Digital Experience Platforms","Web Hosting & VPS"],"lifecycle":[{"event":"open","at":"2026-10-14T16:56:44Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":59,"reasons":["conf:1","win:early"],"computed_at":"2026-10-15T05:32:41Z"},"pay":{"stated_usd_annual":205500,"is_top_pay":true},"html_url":"https://alion.io/job/pantheon-senior-manager-technical-support-engineering","json_url":"https://alion.io/job/pantheon-senior-manager-technical-support-engineering.json","meta":{"generated_at":"2026-10-15T05:32:41Z","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":8145,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"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-manager-technical-support-engineering"},{"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-manager-technical-support-engineering"},{"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-manager-technical-support-engineering"},{"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-manager-technical-support-engineering\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fpantheon-senior-manager-technical-support-engineering"}]}