Pantheon Platform

Senior Director – Technical Support

Pantheon Platform

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Senior

Tech Stack

Cloud

About the role

  • 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.
  • 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.
  • 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.
  • 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.

Requirements

  • 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.
Benefits
  • 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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
technical support leadershipprocess redesignAI-enabled support capabilitiessupport metrics managementSLA adherenceroot-cause analysisworkforce planningcapacity modelscontinuous improvementcustomer segmentation
Soft skills
leadershipcommunicationpeople managementcross-functional collaborationcustomer obsessionaccountabilityanalytical skillsproblem-solvingtrust-buildingmentorship