Full-Time

Senior Customer Success Engineer

Pantheon

Pantheon

201-500 employees

WebOps platform for efficient website management

Consulting
Education

Senior

Vancouver, BC, Canada

Required Skills
Sales
Communications
Git
Wordpress
Customer Service
Requirements
  • Strong understanding of PHP, Composer, MySQL/MariaDB, Git, and the command line
  • Familiarity with troubleshooting advanced website configurations, such as WordPress Site Networks and decoupled architectures
  • Experience in handling customer escalations
  • Familiarity with CI concepts and implementations, including Git and Build tools
  • Proficient in application performance debugging at an advanced level
  • Demonstrates an understanding of success metrics
  • Excellent communication, customer service and conflict resolution skills
  • Strong problem-solving and analytical skills
  • Proven track record of working collaboratively with cross-functional teams
  • Able to work well independently with minimal direction and oversight
Responsibilities
  • Resolve complex WordPress, Drupal, and platform-related questions through live chat, tickets, and customer calls
  • Guide, mentor, and develop Customer Success Engineers to enhance their platform knowledge
  • Provide training and documentation for team members
  • Improve existing documentation to enable customer self-service
  • Handle on-call emergency tickets
  • Act as the primary communicator during incidents
  • Proactively identify and report potential issues
  • Lead technical calls with customers when necessary
  • Assist internal teams (ICs/CSM/PS/Sales/AM) with their questions
  • Collaborate with Product & Engineering to advocate for process and platform improvements
  • Contribute to process improvements and workflows
  • Research and provide information for platform bugs and feature requests
  • Report and document well-researched solutions for advanced questions
  • Identify the need for additional tools
  • Participate in the CSE on-call rotation

Pantheon Platform is a WebOps platform that empowers developers, IT, and marketing teams to develop, test, and release website changes swiftly and reliably. With a cloud-native software, it provides a secure environment to manage a single website or thousands of websites across multiple teams, backed by 24/7 support. The company's competitive advantage lies in its ability to offer up to 99.99% uptime, seamless integrations with popular e-commerce platforms, and robust security measures, making it a trusted choice for large brands and organizations across various industries.

Company Stage

Series E

Total Funding

$198.8M

Headquarters

San Francisco, California

Founded

2010

Growth & Insights
Headcount

6 month growth

-2%

1 year growth

-15%

2 year growth

-9%
INACTIVE