Senior IT Support Engineer

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 tro