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

Pantheon is currently looking for a well organized professional with a knack for providing a world class customer support experience.  As an IT Support Specialist, you will first and foremost provide top-notch technical support to over 500 full-time and contract staff across a variety of disciplines.  You will also partner with your teammates in project work aimed at creating lasting solutions to technical problems.

Cool Stuff You'll Do

  • User Support
      • Providing tier 1 and tier 2 support utilizing helpdesk software to gather support details and assist staff globally
      • Getting your hands dirty and dealing with complex time-sensitive technical issues
      • Escalating tier 3 requests within the helpdesk team
      • Coaching end-users on existing and new software/hardware as needed
      • Participate in and support new employee onboarding to tools and systems
  • Software, Hardware, and Tools
    • Installing, testing, configuring, deploying, and monitoring computer hardware operating systems, applications, and networks
  • System Care and Security; Troubleshooting and Maintenance
    • Solving for authentication issues (including one-time password tokens, MFA, etc)
    • Upgrading systems and migrating user data as they approach their end of life
    • Troubleshooting system and network problems, diagnosing and solving hardware or software faults
    • Establishing a good working relationship with employees

What You Bring To The Table

    • Proficiency in macOS and Windows operating systems and their accompanying software
    • Familiarity around mobile device management platforms, SAAS email solutions, and anti-virus software (Google Workspace, Slack, Zoom, JAMF, Office365, Meraki etc)
    • Hands-on experience of installing and maintaining IT hardware and software
    • Able to diagnose and resolve challenging technical issues while demonstrating a sense of urgency
    • Ability to learn and adapt quickly to changes in process, tools, and workflows
    • Skilled in organizing and prioritizing competing time demands
    • Excellent verbal and written communications skills
    • Integrity and honesty, ability to be trusted and to work with highly sensitive and confidential information
    • Resourceful, self-motivated with a strong sense of ownership in areas of responsibility
    • Organized, exceptional attention-to-detail
    • Strong team player
    • Analyzing Information, Informing Others, Problem Solving, Coordination, Strategic Planning, Quality Management

Bonus Points For

  • Bash scripting expertise
  • One or multiple of the following certifications: ACSP, MSCP, A+, Google Workspace

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 and stock option plan
  • Generous time off and sick policy
  • Top-of-line equipment
  • Fun at WordPress and Drupal community events
  • Extra benefits like a stipend for reading books and your work-outs and a whole suite of paid apps for mental as well as physical health and wellbeing
  • Events and activities both team-based and company wide that inspire, educate and cultivate 
  • And much more...

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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. Visa Sponsorship is not available at this time.

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