Senior Manager, Technical Support Engineering

United States (Remote)full timeRemote

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senior

$164k–$206k

H1B: no

Pantheon The Senior Manager, Technical Support Engineering leads the operating model to solve complex customer problems efficiently and consistently. This role manages global operations, escalations, platform reliability, and partnerships with Engineering.

Responsibilities

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.
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 the mechanisms that allow the team to operate effectively across time zones without relying on constant manager intervention.
Operational excellence and continuous improvement
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 process for its own sake.
Use service data, ticket trends, customer feedback, incident reviews, and team input to prioritize improvements.

Benefits

Medical
Dental
Vision
Equity/RSU
Annual Bonus
Parental Leave
Wellness

Company

Pantheon

View company page

Source: greenhouse

Active within the past hour

Remote-friendly

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Must-Have Skills for This Role

Technical Support EngineeringAIautomationdata analysisincident management

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Senior Manager, Technical Support Engineering at Pantheon · LumiJobs