About Pantheon

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. 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.

Role Overview

We are seeking a Senior Director of Technical Support to lead the transformation and modernization of our Technical Support organization. This role is responsible for evolving Support from a primarily reactive function into a scalable, predictable, and customer-centric operating system that delivers fast, high-quality resolutions at scale.

The ideal candidate will combine strategic vision with operational rigor to redesign processes, operating models, and tooling –including the adoption of automation and AI-enabled support capabilities— to improve efficiency, reduce friction, and elevate the customer experience.

This leader will play a critical role in enabling customer retention, satisfaction, and expansion by accelerating time-to-resolution, improving reliability and consistency, and strengthening the feedback loop between customers, Product, Engineering, and post-sales teams.

Key Responsibilities

Strategic Leadership

• Define and execute the vision and strategy for the Technical Support organization as a modern, scalable operating system, aligned with overall company goals and the end-to-end customer experience.
• Drive transformation initiatives, including process redesign, and the adoption of AI-enabled and automated support capabilities (ticketing, self-service, knowledge management, analytics, etc.) to reduce friction and improve outcomes.
• Partner cross-functionally with Product, Engineering, Customer Success, Services and Sales to proactively identify systemic issues, resolve root causes, and influence product roadmap priorities.

Operational Excellence

• Own and continuously improve support KPIs, including SLA adherence, first response and resolution times, CSAT/NPS, backlog health and operational efficiency efficiency.
• Design and optimize workforce planning, capacity models, and scalable operating processes to support growth and predictable performance.
• Operationalize customer segmentation, ensuring the right support engagement model, and response path for different customer needs, complexity, and value.

Team Leadership & Development

• Build, lead, and scale a high-performing Technical Support organization, including managers and engineers, across regions and customer segments.
• Foster a culture of accountability, customer obsession, and continuous improvement, grounded in clear expectations, metrics, and operating discipline.
• Define and evolve career paths and skills development opportunities to strengthen technical depth, leadership capability, and long-term retention.

Customer Advocacy

• Act as a senior escalation point for critical customer issues, ensuring timely resolution, clear executive communication, and strong trust-based customer relationships.
• Translate customer insights, support trends, and root-cause analysis into actionable feedback for product improvements and proactive solutions.

Required Qualifications

• 10+ years in Technical Support leadership roles within a SaaS, PaaS or technical environment.
• Proven experience scaling and modernizing technical support teams in a high-growth SaaS company.
• Strong operational and analytical skills with experience managing SLAs, support metrics, reporting, and driving continuous improvement through data
• Demonstrated success leveraging AI, automation, and self-service capabilities (e.g., AI-assisted triage, automated workflows, intelligent routing, knowledge management) to improve resolution times, efficiency, and customer experience.
• Experience leading support transformation initiatives, including redesigning processes, operating models, and tooling to reduce manual effort and increase predictability.
• Demonstrated success in cross-functional collaboration with Product, Engineering, Services and Customer Success teams.
• Excellent leadership, communication, and people management skills, with experience leading managers and senior technical talent.
• Hands-on experience with modern support platforms and ecosystems (Zendesk, SupportLogic, Salesforce Service Cloud, Freshdesk, Jira and AI-powered support and automation tools), including driving automation, analytics, and insight through these systems.

Preferred Qualifications

• Experience supporting enterprise and high-touch customer accounts, including complex, mission-critical environments..
• Strong technical fluency, including hands-on technical troubleshooting and understanding of PaaS architectures and distributed systems.
• Advanced experience implementing and scaling AI-driven support capabilities, such as intelligent triage, predictive insights, self-service optimization, or conversational AI.
• Track record of materially improving CSAT/NPS through sustained process improvements, culture change, and technology modernization.

Leadership Profile

• Strategic thinker and operationally rigorous, able to translate vision into scalable execution.
• Customer-obsessed and highly empathetic, with a deep focus on reliability, responsiveness, and outcomes
• Data-driven, using metrics, insights, and experimentation to drive continuous improvement and measurable outcomes.
• Change-capable, comfortable leading organizational, process, and systems transformation.
• Systems-minded, leveraging automation, AI, and scalable operating models to reduce friction and improve predictability.
• Inspirational and grounded, able to lead, motivate, and develop teams in a fast-paced, high-growth environment.

Impact in Year 1

In the first year, the Senior Director of Technical Support will fundamentally modernize and transform the Technical Support organization by:

• Implementing AI-enabled and automated support workflows that reduce manual effort, improve triage accuracy, and significantly shorten time-to-resolution.
• Driving measurable improvements in customer experience, including higher CSAT/NPS, faster response and resolution times, and increased reliability and consistency across support engagements.
• Reducing churn and supporting expansion by improving support predictability, accelerating issue resolution, and strengthening customer trust.
• Improving product adoption and customer value realization through better support coverage, proactive issue identification, and stronger self-service and knowledge capabilities.
• Establishing a scalable, data-driven support operating model that supports growth without linear increases in headcount.
• Strengthening cross-functional feedback loops with Product and Engineering, resulting in fewer repeat issues and improved product quality over time.

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
• 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)
• 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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