Job Description

Sr. Customer Success Engineer

About Pantheon Pantheon’s WebOps Platform powers the open web, running sites in the cloud for customers including Stitch Fix, Okta, Home Depot, Pernod Ricard, and The Barack Obama Foundation. Every day, thousands of developers and marketers create, iterate, and scale websites on the open web to reach billions of people globally. Pantheon’s SaaS model puts large and small web and digital teams in control of increasing the performance of their teams, websites, and marketing programs. Pantheon cloud-native software includes governance, security, and collaboration tools that make it easy to securely manage a single website or thousands of websites across multiple teams in one platform. The built-in ability to simultaneously create, test, deploy and run live sites with unrivaled hosting speed, scalability and uptime give marketing teams the agility to win in the dynamic world of digital marketing. With 35% of the web running open-source and significant investments in a $200 billion total addressable market, we are growing aggressively into a huge market opportunity and looking to expand our organization The Role A Sr. Customer Success Engineer is a high-level performer with strong relationship-building skills. You have an understanding of when, how, and who from the team to pull in to help solve customer problems. Qualifications:

• Deep understanding of PHP, Composer, MySQL/MariaDB, Git, and the command line
• Ability to troubleshoot advanced customer issues with Pantheon tools
• Comfortable with troubleshooting advanced website configurations such as WordPress Site Networks and Decoupled architectures
• Experience with handling customer escalations
• Comfortable with CI concepts and implementations, including Git and Build tools
• Advanced level application performance debugging
• Exhibits and understanding of success metrics
• Requires minimal direction and oversight

Responsibilities:

• Handling of on-call emergency tickets
• Taking the role of incident communications
• Taking the initiative to identify and report potential issues
• Leading technical calls with customers as needed
• Assisting others (ICs/CSM/PS/Sales/AM) with questions
• Collaborating with Product & Engineering and advocating for improvements to our processes and platform
• Resolving highly-technical WordPress, Drupal, and platform-related questions via live chat, ticket, and/or customer calls
• Guiding, mentoring, and developing current and new Customer Success Engineers as they improve their knowledge of our platform
• Providing training and documentation for other team members
• Enhancing existing documentation to enable customers to self-serve
• Contributing to process improvements and workflows
• Researching and contributing information to platform bugs and feature requests
• Reporting and documenting well-researched solutions to advanced questions
• Identifying the need for extra tooling
• Participates in the CSE on-call rotation

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
• Generous time off
• Robust life insurance, medical and dental coverage
• Fun and educational remote and in-person activities both team-based and company wide

Pantheon is an equal opportunity/affirmative action 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.