Pantheon Systems

Role Description Pantheon is seeking a Principal Engineer to join our Hosting Platform — the team responsible for the infrastructure powering 700,000+ websites and 17 billion monthly page views. You’ll work at the core of what makes Pantheon run: the systems that provision, serve, and scale sites across our Global CDN, Google Cloud infrastructure, and developer toolchain. We're looking for someone who has built or operated infrastructure at scale — at a CDN or edge provider, a developer platform, or a database-as-a-service company — and who brings AI-native instincts to the work: using AI tools to accelerate debugging, automate toil, and make better architectural decisions faster. At Pantheon, AI isn't a feature we're adding — it's how we work. You'll partner across Engineering, Product, and Security to shape the future of our platform, and make decisions that affect how hundreds of thousands of sites are built, deployed, and delivered every day. Qualifications - 10+ years of software development experience, with significant tenure building platform or infrastructure products - 5+ years of experience designing and architecting large-scale distributed systems - Proficiency with container orchestration (Kubernetes), web server technologies (NGINX, PHP, Node.js, or similar), and infrastructure-as-code practices - Demonstrated ability to own and improve a production platform serving millions of concurrent users or requests - Proficiency in Go, Python, or equivalent systems-oriented languages Requirements - Define and drive the technical roadmap for platform reliability, scalability, and performance across hundreds of thousands of sites and billions of monthly requests. - Architect, build, and evolve the core services underpinning Pantheon’s hosting platform — including edge delivery, container orchestration, database services, and site lifecycle management. - Partner with product, security, and infrastructure teams to identify root causes and design iterative, high-impact solutions. - Balance immediate business needs against long-term architectural health, making principled trade-offs that keep the platform sustainable as it scales. - Provide technical leadership across the engineering organization — setting direction, reviewing designs, and raising the bar for quality, reliability, and operability. - Mentor and coach engineers at all levels, providing technical guidance and growing engineering talent across the broader organization. - Contribute to an engineering-wide culture of collaboration, blameless postmortems, and continuous improvement. Benefits - 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

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Pantheon is scaling thoughtfully, and we want you to be a key player in our business transformation. As a Senior Deal Desk Analyst, you will sit at the intersection of Sales, Finance, Legal, and Accounting, acting as a strategic partner to ensure scalable growth for the entire business. You are a strategic business thinker with excellent communication and collaboration skills, thriving in a fast-paced, dynamic environment. This position reports to our Senior Deal Desk Manager. In this role, you will own and optimize the deal approval process, including complex deal structuring and accelerating deal closures. You will partner closely with sales and customer success leadership to identify customers' critical business issues and lead the structuring of transactions that align with both client requirements and customer needs. You will also serve as a senior resource on the Deal Desk team, mentoring teammates and driving process improvements that scale with the business. What You’ll Do - Serve as a trusted strategic adviser to Sales on Enterprise deal-related matters, including high-value, multi-year, and non-standard transactions. - Provide proactive support and guidance to Sales for creative deal structuring, alternative contract options, and value positioning — acting as the escalation point for the complex or high-impact deals. - Review Order Forms for accuracy, pricing, and compliance; perform to a specified set of metrics and service levels. Identify patterns in exceptions and recommend policy updates accordingly. - Manage the queue and approval process for sales orders, escalating as required and helping refine escalation frameworks to improve speed and clarity. - Work closely with Sales Management, Finance, Legal, and Support teams to influence deal strategy and shape commercial terms. - Champion best practices to increase Deal Desk and sales efficiency and effectiveness across the organization, including identifying gaps or process issues and leading cross-functional initiatives to resolve them. - Analyze and report on transaction trends, efficiency metrics, and areas for improving efficiency. Present insights and recommendations to leadership to inform pricing strategy and deal governance. - Deliver relevant training to new and existing salespeople on Deal Desk processes, order procedures, and overall QTC best practices. Develop and maintain training materials and documentation. - Ensure adherence to and compliance with policies and procedures around revenue recognition and operational guidelines. Proactively flag risks and propose guardrails for new deal models or go-to-market motions. - Mentor and support Deal Desk team members, providing guidance on deal review and process adherence. Qualifications - 5-8 years of sales, finance, or operations experience, with at least 3 years in a Deal Desk or similar commercial operations role. - Proven track record of executing and managing complex software deals through the full order lifecycle, from initial structuring through approvals, negotiation and close — including multi-product, multi-entity, or channel/partner deals. - Detail oriented with the ability to multitask and prioritize at times of high volume while maintaining a strategic, big-picture perspective. - Expert-level understanding of quote-to-cash processes and contract lifecycle. - Strong written and verbal communicator with the ability to collaborate effectively in a remote-first environment and influence senior stakeholders. - Easy to work with — with a positive, collaborative attitude — you take the work seriously but not yourself! - Proficiency with Salesforce, CLM tool(s), CPQ tool(s) — with experience optimizing workflows or building reporting within these systems. Benefits - 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. - 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 launching a Next.js hosting offering, and we’re looking for a Senior Solutions Architect to lead the initiative. This is a foundational role where you’ll define how Pantheon delivers Next.js solutions at scale. You’ll bridge our expertise in Drupal and WordPress with modern frontend frameworks, helping customers modernize their web architectures while building internal capabilities across the Professional Services team. You’ll combine hands-on technical implementation with strategic planning, guiding customer migrations, creating internal playbooks, and enabling the team to confidently deliver Next.js solutions. This role requires a balance of technical depth, consultative customer engagement, and the ability to operate in a fast-moving, ambiguous environment. Platform Launch & Enablement Define Pantheon-specific Next.js architecture patterns, playbooks, and reference implementations. Build reusable code templates, starter kits, and migration tools to streamline internal delivery. Establish standards for deployment, monitoring, and performance optimization on Pantheon infrastructure. Lead workshops and training sessions to upskill the Professional Services team. Create internal documentation, knowledge base articles, and enablement resources. Define Pantheon-specific Next.js architecture patterns, playbooks, and reference implementations. Build reusable code templates, starter kits, and migration tools to streamline internal delivery. Establish standards for deployment, monitoring, and performance optimization on Pantheon infrastructure. Lead workshops and training sessions to upskill the Professional Services team. Create internal documentation, knowledge base articles, and enablement resources. Customer Migrations & Implementations Conduct technical discovery sessions with customers migrating from Frontend Sites or implementing Next.js. Assess existing architectures and create tailored migration strategies. Perform hands-on migration work, including code refactoring, platform updates, and deployment guidance. Advise on rendering strategies (SSR, SSG, ISR), authentication, caching, CDN configuration, and other best practices. Document lessons learned and continuously refine playbooks based on real-world experience. Conduct technical discovery sessions with customers migrating from Frontend Sites or implementing Next.js. Assess existing architectures and create tailored migration strategies. Perform hands-on migration work, including code refactoring, platform updates, and deployment guidance. Advise on rendering strategies (SSR, SSG, ISR), authentication, caching, CDN configuration, and other best practices. Document lessons learned and continuously refine playbooks based on real-world experience. Consultative & Cross-Functional Collaboration Work with Product and Engineering teams to provide customer feedback and platform improvement recommendations. Partner with Sales to scope Next.js opportunities and support pre-sales technical discussions. Collaborate with Customer Success to define success criteria, health metrics, and post-launch guidance for Next.js customers. Work with Product and Engineering teams to provide customer feedback and platform improvement recommendations. Partner with Sales to scope Next.js opportunities and support pre-sales technical discussions. Collaborate with Customer Success to define success criteria, health metrics, and post-launch guidance for Next.js customers.

Pantheon is seeking a temporary, Contract Product Designer (4–6 months, part-time) to support our Product Design team on a diverse set of projects. You’ll partner with product managers, engineers, and other designers, to research, design, test, and launch experiences for the Pantheon customer-base. In particular, you’ll be tasked with assisting our New Customer Experience team and our Reporting team, along with a few other potential projects. This is a remote position open to candidates based in Canada and the United States.

Role Description The Pantheon Customer Insights Team is looking for a Senior Software Engineer to build the next generation of customer-facing observability features. In this role, you will: - Create backend systems that transform raw observability data from platforms like New Relic, Grafana, and Cloudflare into clear, actionable insights surfaced directly in our product. - Work on Portfolio Insights, OpenTelemetry exploration, and product analytics capabilities. - Engage in product engineering work; building features customers interact with daily, not internal tooling. - Primarily work in Go, with Python and SQL for data work. Qualifications - 5+ years of experience building production services and features. - Strong Go experience (or similar systems language with willingness to learn Go). - Comfortable working in React and TypeScript and GraphQL. - Comfort with BigQuery/SQL and with Python for data work. - Experience with observability platforms (New Relic, Grafana, Datadog). - Experience with RESTful APIs and distributed systems. - Familiarity with NRQL, PromQL, or similar vendor query languages. - Familiarity with GCP infrastructure primitives, terraform, and container management solutions like Kubernetes. Requirements - Comfort with ambiguity; you'll be defining what "meaningful insights" means to customers. - Pragmatic approach to balancing performance, cost, and delivery speed. - Care about what users see, not just APIs. - Good collaboration skills to work with product, design, and cross-functional teams. - Desire to learn observability concepts on the job (we have domain experts on the team to teach you). Benefits - Industry competitive compensation and equity plan. - Paid Time Off (PTO), Paid Sick Leave (PSL) and 12 Paid Company Holidays. - Full medical coverage (Extended health care, dental, vision). - Top-of-line equipment. - In-office workspace (Vancouver, BC Canada). - 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.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Customer Success Associate (CSA) is a commercial and operational role within our Customer Success organization. In this role, you will support renewals, expansion, and reporting while ensuring smooth, scalable delivery. You will support revenue retention and expansion by owning operational execution of renewals, account processes, and commercial workflows - enabling Customer Success Managers (CSM) to negotiate lead strategic customer conversations and commercial decisions. You will act as the bridge between the customer, finance, and sales to make it easier for customers to do business with Pantheon. What You’ll Do - Commercial Ownership - Renewal Cycle: You will own the operational execution of the renewal process - including order forms, rate cards, and processing - while the CSM leads customer-facing renewal conversations, negotiations, and commercial strategy. - Negotiation & Strategy: You will support negotiations by preparing pricing scenarios, approved rate cards, and contract options as well as navigate billing complexities within approved guidelines. - Pipeline Integrity: Maintain a spotless forecast. You will track renewal dates, update pipeline stages in Salesforce, and ensure leadership has visibility into monthly and quarterly revenue targets. - Risk Detection & Customer Health - Proactive Monitoring: Utilize our health-scoring tools to identify accounts in your portfolio at risk of churn before the renewal notice is sent. - Triage & Escalation: Identify at-risk customers by assessing operational, billing, and contractual blockers and escalate strategic relationship and technical/product blockers to Support, Services, Product, or CSMs. - Expansion Identification: Identify and surface expansion signals that a customer is ready for growth and partner with the CSM to progress qualified opportunities. - Cross-Functional Operations - Process Optimization: Drive operational excellence. Contribute to the refinement of account workflows. If you see a bottleneck in how we generate quotes or process legal reviews, you speak up and help fix it. - Customer Triage: Serve as the "first line of defense" for inbound commercial inquiries, routing technical issues to Support and complex strategic issues to Services, Product, or the CSM. - Stakeholder Alignment: Collaborate with Finance (billing/invoicing), Legal (contract terms), and Sales (handoffs) to ensure a frictionless customer experience. Success Metrics - Gross Revenue Retention (GRR): Achieving renewal targets within your assigned customer portfolio. - Net Revenue Retention (NRR): Expanding revenue within your assigned portfolio, inclusive of upsells, cross-sells, and downgrades. - On-Time Renewal Rate: Minimizing the number of contracts that go into "expired" status. - Forecast Accuracy: Ensuring accuracy to forecast through Salesforce data. - Efficiency: Speed and quality of renewals and customer inquiries managed weekly. Qualifications - 1–4 years of experience in Renewals, Account Management, or Customer Success within a SaaS or technology environment. - Commercial Fluency: Experience managing a quota or retention target. Comfortable managing pricing, contracts, and commercial terms with customers. - Process Orientation: Track record of supporting high-volume workflows with speed and precision. Skills & Competencies - Negotiation: Experience and understanding managing and navigating a procurement process. - CRM Mastery: Proficient in Salesforce (managing opportunities, reports, and dashboards). Experience with Gainsight, Catalyst, or ChurnZero is a plus. - Communication: Exceptional written and verbal skills. Ability to explain complex billing and contract terms simply and professionally. - Analytical Mindset: Ability to analyze a list of 50 renewals and prioritize them based on risk and value. Bonus Points For - Experience working specifically with WebOps, Hosting, or Developer Tools / Software. - Understanding of CPQ (Configure, Price, Quote) workflows.