Senior Customer Success Engineer

This role will be based in Prague, Czech Republic

About Pantheon

Pantheon is the WebOps platform for websites that deliver extraordinary results. We believe in putting the magic of the internet in everyone’s hands. That’s why we’re so passionate about helping developers, IT and marketing develop, test, and release website changes faster and more reliably so they can build and maintain websites that create value for their organizations. Our cloud native software makes it easy to securely manage a single website or thousands of websites across multiple teams in one platform.

Pantheon’s core values are Trust, Teamwork, Passion, and Customers First. At Pantheon, we work hard and play harder, valuing individuality, humor, and balance. We're enthusiastic participants in several open-source communities and have real relationships with many of our most active customers. If all of this sounds interesting to you, read on!

The Role

A Sr. Customer Success Engineer is an experienced high-level performer with strong relationship-building and technical skills. You have a passion for providing outstanding customer service and have the ability to collaborate with different levels of organization leadership.

Cool Things You’ll Do

• Detailed understanding of PHP, Composer, MySQL/MariaDB, Git, and the command line
• Apply product and industry expertise to actively diagnose, troubleshoot and resolve the most complex/advanced customer issues
• Troubleshooting advanced website configurations, such as WordPress Site Networks and Decoupled architectures
• Build processes, including CircleCI and Build tools
• Experience with deescalating complex customer needs
• Ability to influence and help innovate policies and procedures within the organization to deliver best of class service to customers
• Capable self-starter who is able to control situations and requires minimal direction and oversight

What You Bring to the Table

• The ability to manage high-end customer accounts
• Initiative to identify and report potential support trends
• Participating in technical calls with customers as needed
• Collaborating with internal and external teams with support-related queries
• Working with Product & Engineering and advocating for improvements to our processes and platform
• Guiding, mentoring, and developing current and new Customer Success Engineers
• Enhancing public documentation to empower customers to self-serve
• Contributing to process improvements and workflows
• Researching and contributing information to platform bugs and feature requests
• Participates in the CSE on-call rotation

What We Offer

We can really offer you a fantastic work environment powered by an amazing team.

• Industry competitive compensation 
• Top-of-line equipment
• Fun at WordPress and Drupal community events
• Events and activities both team-based and companywide that inspire, educate and cultivate 

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.  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

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