Lead IT Support Engineer



IT, Customer Service
Vancouver, BC, Canada
Posted on Saturday, June 22, 2024

About Pantheon

Pantheon is the WebOps platform for websites that deliver extraordinary results. We believe in putting the magic of the internet in everyone’s hands. That’s why we’re so passionate about helping developers, IT and marketing develop, test, and release website changes faster and more reliably so they can build and maintain websites that create value for their organizations. Our cloud native software makes it easy to securely manage a single website or thousands of websites across multiple teams in one platform.

Pantheon’s core company values are Trust, Teamwork, Passion, and Customers First. At Pantheon, we work hard and play harder, valuing individuality, humor, and balance. We're enthusiastic participants in several open-source communities and have real relationships with many of our most active customers. If all of this sounds interesting to you, read on!

The Role

Pantheon is looking for an individual to join the company as a Senior IT Support Engineer, full-time, at our Vancouver, BC, Canada office location. You will provide top-notch technical support to local San Francisco staff, executive team, and a distributed workforce across a variety of disciplines and locations. You will also partner with your teammates in project work aimed at creating lasting solutions to technical problems.

This role requires a minimum of 4 days a week on-site.

What you Need to Succeed:

End User Support/Employee Experience

    • Handle authentication issues (including one-time password tokens, MFA, etc)
    • Upgrade systems and migrating user data as they approach their end of life
    • Troubleshoot system and network problems, diagnosing and solving hardware or software faults
    • Establish a good working relationship with employees
    • Take lead on ensuring a smooth onboarding process for San Francisco staff and globally

Office Support

    • Primary point of contact for all office related support inquiries
    • Maintain, monitoring and ensure the uptime and resiliency of the Pantheon’s corporate wired and wireless network, making recommendations for upgrades where necessary
    • Setup, support, maintain and run A/V for all hands meetings, trainings, and board meetings


    • Participate in and at times advises on projects in IT and cross-functionally
    • Maintain accountability for project tasks and deadlines where necessary

What You Bring To The Table:

  • 6-7 years of IT support experience
  • Able to learn and adapt quickly to changes in process, tools, and workflows
  • Skilled in organizing and prioritizing competing time demands
  • Integrity and honesty, ability to be trusted and to work with highly sensitive and confidential information
  • Resourceful, self-motivated with a strong sense of ownership in areas of responsibility
  • Organized, exceptional attention-to-detail Excellent verbal and written communications skills
  • Analyzing Information, Informing Others, Problem Solving, Coordination, Strategic Planning, Quality Management
  • Able to diagnose and resolve challenging technical issues while demonstrating a sense of urgency
  • Expert in macOS and Windows operating systems and their accompanying software
  • Advanced proficiency with mobile device management platforms, SAAS email solutions, and anti-virus software (Google Workspace, Slack, Zoom, JAMF, Office365, Meraki etc)
  • Advanced knowledge and understanding of Okta, OneLogin, or AzureAD or have experience with identity and access management principles

Bonus Points For:

  • One or multiple of the following certifications: JAMF, Okta, ACSP, MSCP, A+, Google Workspace

What We Offer:

We have all the usual perks and benefits but what we can really offer you is a fantastic work environment powered by an amazing team.

  • Industry competitive compensation and equity plan
  • Paid Time Off (PTO), Paid Sick Leave (PSL) and 11 Paid Company Holidays
  • Full medical coverage (Extended health care, dental, vision)
  • Top-of-line equipment
  • In-office workspace (Vancouver, BC Canada)
  • 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

Pantheon 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 talent@pantheon.io. Pursuant to local and federal regulations, Pantheon will consider qualified applicants with arrest and conviction records for employment.

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