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Pantheon · 12 hours ago

Senior Director of Technical Support

United States

Full-time

Remote

Director/Executive

10+ years exp

Pantheon is a WebOps Platform that powers the open web for over 300,000 sites globally. They are seeking a Senior Director of Technical Support to lead the transformation of their Technical Support organization into a customer-centric, scalable system that enhances efficiency and customer experience through automation and AI.

Cloud InfrastructureInternetSaaSSoftwareWeb DevelopmentWeb Hosting

No H1B

Responsibilities

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

Qualification

Technical Support LeadershipAIAutomationOperational ExcellenceCross-functional CollaborationSaaS/PaaS ExperienceSupport Metrics ManagementCustomer Experience ImprovementPeople ManagementTechnical TroubleshootingData-driven Decision MakingLeadership SkillsCommunication Skills

Required

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

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