jobapplier

Senior IT Support Engineer

Pantheon

Join Pantheon, a leading webops platform, as a Senior IT Support Engineer. In this hybrid role based in Vancouver, you will provide hands-on support to our distributed workforce, troubleshoot complex technical issues, and contribute to IT projects and processes. You will report to the Director of IT and collaborate with teammates across time zones.

Responsibilities

  • 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.
  • Support onboarding and offboarding by coordinating equipment, configuring devices, provisioning or removing access, and helping employees get productive quickly and securely.
  • 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

Requirements

  • Resourceful, organized, and self-motivated, with excellent attention to detail and a strong sense of accountability
  • Strong documentation habits and the ability to explain technical issues and solutions in language that non-technical stakeholders can use
  • Strong working knowledge of identity and access concepts and experience supporting an identity provider such as Okta, OneLogin, or Microsoft Entra ID
  • Experience supporting office networks, conference rooms, A/V equipment, and in-person technology needs
  • Strong troubleshooting skills across macOS and Windows, including operating systems, endpoint configuration, applications, peripherals, and common connectivity issues
  • Comfortable managing a ticket queue, balancing urgent incidents with planned work, and meeting response and resolution expectations
  • Experience managing end-user devices with MDM platforms such as Jamf or Intune, including enrollment, configuration, software deployment, compliance, and lifecycle support
  • 5+ years of experience in IT support, systems administration, or a related technical role, preferably in a distributed SaaS or technology company
  • Familiarity with endpoint-protection and security tools, along with the judgment to handle sensitive employee and company information appropriately
  • Ability to diagnose and resolve MFA, SSO, account-access, and provisioning issues while following security and least-privilege practices
  • Demonstrated ability to operate as a senior individual contributor: you prioritize effectively, make sound decisions with incomplete information, and take ownership through resolution
  • Clear, friendly, and empathetic written and verbal communication, including the ability to support colleagues across different roles, locations, and technical skill levels
  • Experience supporting SaaS productivity and collaboration tools such as Google Workspace, Slack, Zoom, and Microsoft 365
  • Experience with scripting or automation using Bash, Python, PowerShell, or similar tools
  • Experience with zero-touch or automated device deployment
  • Certifications such as Jamf, Okta, Apple Certified Support Professional, CompTIA A+, Microsoft, or Google Workspace

Preferred

  • Familiarity with Okta Workflows, Workato, Zapier, or API-based integrations
  • 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