--- title: 'Senior IT Support Engineer at Pantheon Systems, Inc' canonical: 'https://feeny.ai/job/senior-it-support-engineer-pantheon-systems-inc-vancouver-s0kc4w4wjwjd' type: 'job' last_seen: '2026-11-04' --- # Senior IT Support Engineer at Pantheon Systems, Inc - **Company:** Pantheon Systems, Inc - **Location:** Vancouver, Canada - **Posted:** 2026-10-16 - **Last confirmed live:** 2026-11-04 - **Apply:** https://pantheon.io/about/careers/detail?gh_jid=8279043 ## Job description ## The Role Pantheon is looking for a highly capable Senior IT Support Engineer to join our Information Technology team in Vancouver. You will provide thoughtful, hands-on support to Pantheon’s distributed workforce while contributing to the systems, processes, and projects that keep our people productive and secure. This is a senior individual-contributor role for someone who can independently troubleshoot complex technical issues, take ownership of ambiguous problems, and partner effectively across IT, Security, People, and business teams. You will work across end-user support, identity and access, endpoint management, office technology, and IT projects, bringing a practical, service-oriented mindset to each area. You will report to the Director of IT and collaborate with support and systems engineering teammates across time zones. The role is hybrid and based in the Vancouver, BC area, with regular in-person support for Vancouver employees and occasional support for office events and technology rollouts. ## What You’ll Do - Provide responsive, empathetic technical support for employees across macOS, Windows, SaaS applications, hardware, peripherals, network connectivity, and conference-room technology. - Own complex support issues from initial diagnosis through resolution, communicating clearly with stakeholders and escalating with thorough documentation when a problem requires broader engineering support. - Serve as a trusted senior point of contact for difficult or high-impact end-user issues without requiring day-to-day supervision. - Support onboarding and offboarding by coordinating equipment, configuring devices, provisioning or removing access, and helping employees get productive quickly and securely. - Troubleshoot authentication and access issues involving Okta, MFA, SSO applications, password recovery, and account lifecycle changes. - Administer and maintain end-user devices through MDM and endpoint-security tooling such as Jamf and Intune, following established security baselines and deployment practices. - Support Vancouver office technology, including wired and wireless connectivity, conference rooms, A/V, meeting spaces, and all-hands or executive events; coordinate with the broader IT team when issues extend beyond the local office. - Participate in IT and cross-functional projects from planning through implementation and post-launch review, providing practical input on user impact, supportability, and operational readiness. - Help improve IT operations by identifying recurring issues, strengthening knowledge articles and procedures, and recommending changes that reduce friction and repeat tickets. - Maintain accurate records for tickets, assets, devices, access changes, and support procedures so work is auditable and easy to hand off. - Use and continuously improve Serval over time, refining AI-assisted ticket triage, categorization, routing, knowledge suggestions, workflow automations, and routine-ticket resolution; monitor outcomes, improve workflows, and apply human judgment and review for sensitive or high-impact issues. - Contribute to support reporting and service improvements by using ticket and asset data to identify trends, gaps, and opportunities for better tooling or process. - Use scripting or automation where appropriate to reduce repetitive work, improve consistency, and support bulk device or account operations. ## What You Bring to the Table - 5+ years of experience in IT support, systems administration, or a related technical role, preferably in a distributed SaaS or technology company. - Demonstrated ability to operate as a senior individual contributor: you prioritize effectively, make sound decisions with incomplete information, and take ownership through resolution. - Strong troubleshooting skills across macOS and Windows, including operating systems, endpoint configuration, applications, peripherals, and common connectivity issues. - Experience managing end-user devices with MDM platforms such as Jamf or Intune, including enrollment, configuration, software deployment, compliance, and lifecycle support. - Strong working knowledge of identity and access concepts and experience supporting an identity provider such as Okta, OneLogin, or Microsoft Entra ID. - Ability to diagnose and resolve MFA, SSO, account-access, and provisioning issues while following security and least-privilege practices. - Experience supporting SaaS productivity and collaboration tools such as Google Workspace, Slack, Zoom, and Microsoft 365. - Familiarity with endpoint-protection and security tools, along with the judgment to handle sensitive employee and company information appropriately. - Experience supporting office networks, conference rooms, A/V equipment, and in-person technology needs. - Comfortable managing a ticket queue, balancing urgent incidents with planned work, and meeting response and resolution expectations. - Experience using or administering helpdesk or ITSM platforms; comfortable configuring queues, forms, routing rules, service-level expectations, automations, knowledge workflows, and AI-assisted support features. - Clear, friendly, and empathetic written and verbal communication, including the ability to support colleagues across different roles, locations, and technical skill levels. - Strong documentation habits and the ability to explain technical issues and solutions in language that non-technical stakeholders can use. - Resourceful, organized, and self-motivated, with excellent attention to detail and a strong sense of accountability. Bonus Points For - Experience with scripting or automation using Bash, Python, PowerShell, or similar tools. - Familiarity with Okta Workflows, Workato, Zapier, or API-based integrations. - Experience with zero-touch or automated device deployment. - Experience supporting security, audit-readiness, or compliance initiatives such as ISO 27001 or SOC 2. - Experience with network troubleshooting, Cisco Meraki, endpoint detection and response, or related security tooling. - Certifications such as Jamf, Okta, Apple Certified Support Professional, CompTIA A+, Microsoft, or Google Workspace. ## Why This Role Matters The IT team helps make work secure, reliable, and frictionless for Pantheors around the world. In this role, you will combine excellent employee support with strong technical judgment, helping the team solve today’s problems while improving the systems and processes that prevent tomorrow’s. ## 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 equity plan - Flexible time off, sick days, and 13 paid holidays - Comprehensive medical insurance including Health, Dental and Vision - Paid parental leave (plus fertility, adoption and other family planning benefits) - In-office workspace (San Francisco & Chicago) - Monthly allowance for wellness, reading and access to LinkedIn Learning for continued development - Events and activities both team-based and company wide that inspire, educate and cultivate Pantheon is an equal opportunity 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. Pantheon complies with federal and local disability laws and makes reasonable accommodations for applicants and employees with disabilities. If you need a reasonable accommodation due to a disability for any part of the interview process, please contact talent@pantheon.io. Pursuant to local and federal regulations, Pantheon will consider qualified applicants with arrest and conviction records for employment. After an offer is made and accepted, E-verify will be utilized to establish your identity and employment eligibility as required by the U.S. Department of Homeland Security. To review the Employee and Applicant's Privacy Policy, click[here](https://pantheon.pactsafe.io/employeeandapplicantprivacy.html). Visa Sponsorship is not available at this time. ## About Pantheon Systems, Inc ## Company Overview - **One-liner**: Pantheon provides a WebOps platform that unifies web infrastructure, workflows, and governance for building, hosting, and managing Drupal and WordPress websites at scale. - **Entity Type**: Private (Venture Capital-Backed; Series E) - **Headquarters**: San Francisco, California, United States - **Founded**: 2010 - **Founders**: Josh Koenig, Matt Cheney, David Moffly, and others (early team from the Drupal and WordPress ecosystem) ## Core Business - Primary industry/industries: Web Operations (WebOps) Platform, Managed Web Hosting, Cloud Infrastructure for Content Management Systems (CMS) - Target customers: B2B, primarily serving Enterprise and mid-market organizations, including universities, government agencies, technology companies, and major consumer brands. Also serves digital agencies building and managing client sites. - Mission or purpose statement: To empower teams to build, scale, and deliver exceptional digital experiences by streamlining WebOps, allowing them to focus on creating engaging content rather than managing infrastructure. ## Products & Services - **[Pantheon Platform]**: The core SaaS platform that provides a unified workflow for development, hosting, security, and performance management for Drupal and WordPress sites. It includes features like multidev environments, automated backups, a global CDN, and a serverless CMS architecture. - **[Autopilot]**: An automated governance and update tool that applies security patches, core updates, and plugin updates across a portfolio of websites, reducing manual maintenance and security risks. - **[Global CDN (Content Delivery Network)]**: A high-performance, globally distributed network designed to accelerate page load times and handle massive traffic spikes (over 17 billion monthly page views). - **[Professional Services & Support]**: Includes onboarding, migration services, and 24/7 support for enterprise customers. ## Market Standing - **Valuation/Market Cap**: Not publicly disclosed for the last round; previous reports suggested a valuation around $1 billion (unicorn status) after the Series E round. - **Key Metric**: Total Funding: $196.8M raised. - **Notable Investors/Partners**: SoftBank, Foundry Group, Scale Venture Partners, Industry Ventures, Sageview Capital, and others (backers of Heroku, ExactTarget, and SendGrid). Partners with major digital agencies and technology providers. - **Growth Signals**: Hosts over 700,000 websites and serves 2,500+ agency partners. Employs approximately 525 people (as of 2026). Processes over 17 billion monthly page views for its customers. Continues to expand its platform capabilities with AI and serverless features. ## Competitive Advantages - **Single, Integrated Platform**: Unlike competitors that require stitching together separate hosting, security, and workflow tools, Pantheon offers a unified platform for the entire web lifecycle. - **Deep CMS Specialization**: Built exclusively for Drupal and WordPress, offering unparalleled performance and workflow optimizations for these open-source ecosystems. - **Developer-Centric Workflow**: Features like multidev environments and Git-based deployments are designed to appeal to engineering teams, reducing friction between developers and marketers. - **Scale and Reliability**: Proven infrastructure capable of handling massive traffic for major global brands (e.g., Tableau, LA Tourism). ## Strategic Focus - **AI and Automation**: Integrating AI into the platform to automate routine WebOps tasks, including content updates, security patching, and performance optimization. - **Serverless CMS**: Pushing the boundaries of serverless architecture for CMS to improve scalability and reduce hosting costs for customers. - **Enterprise Expansion**: Continuing to win large, complex organizations in regulated industries (education, government, healthcare) that require robust security and compliance features. - **Community Growth**: Deepening its ecosystem of agency partners and open-source contributors to drive platform adoption and innovation. ## Why Work Here - **Culture & Values**: Emphasizes a culture of "teamwork, passion, and customer first." The company is described as having a diverse and passionate team that is "unafraid to think differently." - **Remote/Hybrid Policy**: Supports a flexible employee experience. The San Francisco office is a hub for collaboration, but remote work is embraced. The company has offices in 4 countries. - **Benefits & Perks**: - **Paid Parental Leave**: Up to 8 weeks of paid leave for bonding with a new child. - **Family Planning Support**: Comprehensive coverage including abortive care, travel reimbursements for family planning, and support for the transgender community (gender reassignment services). - **Health & Wellness**: Comprehensive healthcare benefits, mental health coverage, and a monthly book and gym allowance. - **Professional Development**: Access to LinkedIn Learning, company-led training, and leadership forums. - **Giving Back**: Employee donation matching program ($500/year) and team volunteer opportunities. - **Flexible Time-Off**: Encourages work/life balance with a flexible PTO policy. - **Inclusivity**: Active Employee Resource Groups (PRGs) and a stated commitment to diversity and inclusion. - **Engineering Culture**: A focus on building a "world-class WebOps Platform" using modern technologies. Engineers work on challenging problems at scale (billions of monthly page views). ## Sources 1. [pantheon.io](https://pantheon.io/about) 2. [pantheon.io](https://pantheon.io/about/careers) 3. [pantheon.io](https://pantheon.io/about/careers/openings) 4. [cbinsights.com](https://www.cbinsights.com/company/pantheon-systems) 5. 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