Senior Manager, Technical Support Engineering

Pantheon Platform

. Lead Technical Support Engineering operations across multiple regions and locations .

Posted 10/14/2026full-timeRemote • United StatesSenior💰 $147,700 - $184,600 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading technical support operations, including incident management, process design, and team performance improvement. Proficient in utilizing automation and AI to enhance operational efficiency and customer communication in a SaaS or cloud environment.

Highest-signal resume keywords

Technical Support LeadershipIncident ManagementProcess DesignAutomation and AI ImplementationTeam Performance Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportEscalation ManagementSite ReliabilityPlatform OperationsService MetricsOperational Data AnalysisIncident ManagementCustomer CommunicationProcess ImprovementCross-Functional Execution

Soft Skills

Analytical JudgmentCoachingCommunication

Tools & Technologies

Ticketing SystemsObservability ToolsKnowledge Management SystemsWordPressDrupalNext.js

Industry Keywords

SaaSCloud InfrastructureWeb InfrastructureFollow-the-Sun ModelHigh-Impact Customer Escalations

Tech Stack

Tools & technologies

CloudDrupalJavaScriptNext.jsWordPress

About the role

Key responsibilities & impact

Lead Technical Support Engineering operations across multiple regions and locations
Design and maintain a follow-the-sun model with regional ownership, handoffs, on-call coverage, and escalation paths
Establish operating cadences, coverage models, priorities, procedures, runbooks, playbooks, review mechanisms, and reporting
Diagnose system-level operational problems and design durable solutions
Use service data, ticket trends, customer feedback, incident reviews, and team input to prioritize improvements
Establish standards for escalation quality, customer communication, Engineering follow-up, incident participation, and documentation
Use automation and AI to reduce repetitive work, improve signal detection, and increase capacity for complex issues
Lead high-impact customer escalations and incidents, ensuring 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
Build and sustain a high-performing team; set expectations for managers, team leads, and engineers
Coach leaders, develop technical depth, and own performance management, career development, succession planning, and retention
Establish baselines and drive continuous improvement against service, coverage, customer, reliability, and team-performance measures

Requirements

What you’ll need

Significant experience leading technical support, escalation support, site reliability, platform operations, or a related function in a SaaS, cloud, or web infrastructure environment
Experience leading globally distributed or follow-the-sun teams
Demonstrated record of improving support operations through better ownership, process design, metrics, and cross-functional execution
Experience managing high-performing technical teams and developing managers or team leads
Strong incident and escalation management experience, including customer communication during high-impact events
Experience partnering with Engineering and Product to investigate defects, improve reliability, and address systemic issues
Strong analytical judgment and ability to turn operational data into clear priorities and decisions
Experience building or improving service metrics, dashboards, operating reviews, and reporting for senior stakeholders
Strong written and verbal communication, including explaining complex technical issues to non-technical audiences
Working knowledge of observability, logs, traces, incident management, ticketing systems, and technical knowledge management
Familiarity with WordPress, Drupal, and Next.js, or comparable web application and cloud infrastructure environments
Experience using automation or AI to improve support workflows, knowledge access, triage, or operational visibility
Bachelor’s degree in a technical, business, or related field, or equivalent practical experience
Visa sponsorship is not available at this time

Benefits

Comp & perks

Industry competitive compensation and equity plan
Flexible time off, sick days, and 13 paid holidays
Comprehensive medical insurance including Health, Dental and Vision
Paid parental leave (plus fertility, adoption and other family planning benefits)
In-office workspace (San Francisco & Chicago)
Monthly allowance for wellness, reading and access to LinkedIn Learning for continued development
Events and activities both team-based and company wide that inspire, educate and cultivate
Performance bonus
Equity