Senior Manager, Technical Support Engineering

This is a Fully Remote Job About Our Client:Pantheon operates within the web infrastructure industry, providing a cloud-based WebOps platform that supports over 300,000 websites globally. The platform facilitates the creation, iteration, and scaling of WordPress and Drupal sites, serving high-profile customers such as Google, Princeton, and Doctors Without Borders. By enabling centralized website management via a single dashboard, the organization addresses challenges related to efficient development and real-time publishing at scale. About the Opportunity:The SENIOR MANAGER, TECHNICAL SUPPORT ENGINEERING leads the operational framework that enables Technical Support to resolve complex customer issues efficiently and consistently. This role is responsible for managing systems, standards, and partnerships that support a high-performing global team. The position focuses on improving operational effectiveness through data-driven solutions and collaboration, directly impacting service quality and customer satisfaction. Responsibilities:Lead Technical Support Engineering operations across multiple global regions.Design and maintain a follow-the-sun support model with clear ownership and escalation paths.Establish operational routines to enhance visibility, decision-making, and accountability.Align coverage and priorities with customer risk and business needs.Identify and resolve systemic operational challenges to improve speed and quality.Utilize service data and feedback to prioritize and implement improvements.Oversee operating procedures, runbooks, and reporting to scale the support function.Define standards for escalation quality, communication, and incident management.Implement feedback mechanisms to evaluate improvements.Employ automation and AI to reduce repetitive tasks and increase team capacity.Serve as escalation leader for critical customer issues.Collaborate with cross-functional teams on complex customer situations.Translate team and customer insights into recommendations for senior leadership.Develop and maintain a high-performing team with clear expectations and support.Manage performance, career development, and succession planning.Foster an environment that encourages risk awareness, constructive challenges, and commitment. Requirements:Extensive experience leading technical support, escalation support, site reliability, or related functions in SaaS, cloud, or web infrastructure environments.Proven leadership of globally distributed or follow-the-sun teams.Demonstrated success improving support operations through enhanced ownership, process design, metrics, and cross-functional collaboration. Pay Range and Compensation Package:The pay range and compensation package for this role will be determined based on the candidate's experience, skills, and other relevant factors. Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note:TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.