Customer Success Engineer II

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 Customer Success Engineer II, is an established team member with strong communication skills and the ability to assist customers via live chat and customer-submitted tickets. 

Qualifications:

  • Able to research and resolve advanced customer issues
  • Familiarity with common Drupal modules, configuration, and workarounds
  • Familiarity with common WordPress plugins, themes, configurations, and workarounds
  • Familiarity with troubleshooting PHP errors
  • Basic familiarity with Composer and Build tools
  • Familiarity with functions and features of Pantheon tools such as Localdev and Terminus
  • Working knowledge of New Relic performance monitoring
  • Advanced knowledge of command-line tools
  • Solid understanding of caching, how and why it is used
  • Basic familiarity with Decoupled architectures
  • Capable of prioritizing assigned tasks

Responsibilities:

  • Focused on expanding experience and proficiency in Drupal, WordPress or Decoupled domains
  • Assisting customers via live chat and Pantheon’s ticketing system
  • Consistently following and explaining best practices to junior members and customers 
  • Identifying and contributing to new internal and external documentation
  • Filing bugs and feature requests on behalf of customers
  • Participating in incident communications
  • Providing helpful assistance to junior team members
  • Seek input from colleagues with subject matter expertise
  • Taking ownership and working autonomously on assigned tasks
  • Participates in on-call rotation
  • Collaborating with teammates to solve customer issues
  • 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.

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