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Salary: USD 147,700 - 205,500 / annual
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. The platform enables organizations to manage all their websites from a single dashboard, supporting WordPress and Drupal sites at scale.
The Senior Manager, Technical Support Engineering leads the operating model that helps Technical Support solve complex customer problems with speed, depth, and consistency. This is an operational leadership role focused on building systems, standards, and partnerships that enable a high-performing global team.
Key responsibilities include:
**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.
**Operational Excellence**: 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 unnecessary process. Use service data, ticket trends, customer feedback, incident reviews, and team input to prioritize improvements. Own 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.
**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 clear recommendations for senior leadership.
**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. Coach leaders to solve operational problems independently. Develop technical depth in platform troubleshooting, incident response, observability, and customer communication. Own performance management, career development, succession planning, and retention.
Success measures include faster and more consistent acknowledgement and resolution of high-severity issues, improved quality of Engineering handoffs, fewer avoidable escalations, reliable follow-the-sun coverage, clear ownership throughout complex customer issues, and a team that is engaged, technically capable, and able to operate with increasing autonomy.
**Requirements**:
- 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 ability to explain 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
