• Coordinate and/or perform remote fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications. • First line service desk troubleshooting; resolve basic level 1 and some level 2 issues in Mac OS and Windows environments. • Troubleshoot hardware & accurately determine fixes. • Adherence to SOPs • Remotely troubleshoot issues relating to hardware and software (typically Mac OS, Apple, Google for Work, Cisco Meraki, Dropbox etc.) • Perform post-resolution follow-ups to help requests. • Research issues and resolves technical problems. • Implement and maintain operational documentation and procedures. • Issue the daily operations status report and project status reports as required. • Complete technical and special projects as assigned. • Daily entry of time within current ticketing platform and keeping tickets updated. • Maintain minimum of 32hrs of billable time. • Coordinate with Service Coordination for work assignments. • Continue to learn new technologies and solutions. • Keep and maintain work calendar. • Update client documentation after any change to the client’s network • Maintain necessary professional certification statuses. • Assist with vendor certifications as required. • Provide direct and indirect leadership and peers with situational awareness briefs on high profile clients/projects. • KPIs: Average Time to Resolution, CSAT (Customer Satisfaction), Employee Utilization, and SLA Adherences will be your responsibility. • Deliver Professional Services SOW and Client Onboarding Activities

About Pantheon Pantheon WebOps Platform powers the open web, running more than 300,000 sites in the cloud for customers including Google, Princeton, Salesloft, and Doctors Without Borders. Every day, thousands of developers and marketers create, iterate, and scale WordPress and Drupal sites to reach billions of people globally. Pantheon’s multitenant, container-based platform enables organizations to manage all of their websites from a single dashboard. Organizations, including Clorox and the United Nations, drive results through accelerated development and real-time publishing using Pantheon’s collaborative workflows. The Role Reporting to the Head of CRM Systems, you will design, develop, and maintain Salesforce CRM, Zendesk, and integrated sales and support tools. Working closely with a Business Analyst, you will translate ambiguous business requirements into complete, scalable technical solutions. What You Need to Succeed: - Lead the technical design and deployment of medium to large-scale features independently over weeks to months-long cycles, ensuring high-quality, maintainable solutions. - Take business requirements with some ambiguity and implement complete solutions, including object configuration, automation, reporting, and security settings - Proactively identify and manage cross-functional dependencies, coordinating with teams like Finance, Revenue Operations, and Security to ensure comprehensive solution delivery and governance. - Serve as technical reviewer for junior application developer submissions, enforcing coding standards and best practices. - Configure and maintain Salesforce declarative development and Zendesk workflows (triggers, automations, macros, SLA policies) - Administer and optimize sales engagement tools (e.g., ZoomInfo, Gong, SalesNav) - Perform and drive proactive system maintenance, including regular Security Reviews, Release Updates, Health Checks, and Optimization efforts - Cross-train on adjacent systems to increase team flexibility and reduce single points of failure - Drive improvements to assigned systems - identify needed changes and implement them - Build quality configurations with peer reviews, testing, proper rollout, and monitoring - Provide second-level support and maintain technical documentation - Mentor and guide 1-2 junior application developers on technical issues and best practices for ticket resolution What You Bring to the Table - 5+ years of Salesforce/CRM administration experience - 3+ years customer support platform experience (Zendesk, Gainsight, SupportLogic) - Experience with sales engagement tools, marketing platforms, and GTM integrations - Track record of independently completing medium-scope projects - Proven experience in mentoring and onboarding junior team members. - Salesforce Administrator Certification required; Salesforce Advanced Administrator Certification preferred - Zendesk Administrator Certification preferred - Strong understanding of assigned systems with the ability to identify and drive improvements - A demonstrated ability to investigate and resolve areas of ambiguity in business requirements to drive clear technical direction - Strong prioritization, communication, and problem-solving skills - A self-starter with a builder's mentality and a natural curiosity to improve efficiency Nice to Haves - Additional Salesforce Certifications (App Builder, Platform Developer I, Sales/Service Cloud Consultant) - Understanding of ITIL principles and customer service best practices - Zendesk Certifications or Salesforce Trailhead Ranger status - SOQL/SQL, APIs, webhooks, or iPaaS platforms (Workato, Zapier, Mulesoft) - Experience with Gong, ZoomInfo, HockeyStack, Chat technologies, Braze, or SupportLogic 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) - 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 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. Visa Sponsorship is not available at this time.

• Partner with Merchandising and Planning business leaders to gather, define, and prioritize system and process requirements • Act as a subject matter expert for PLM, Merchandising, and Planning systems • Translate business needs into functional and technical solutions • Document business requirements, business cases, and functional specifications • Evaluate software solutions and system architecture to ensure alignment with business goals • Drive functional and technical design across PLM, Merchandising, and Planning platforms • Support system implementations, enhancements, and upgrades • Coordinate and support system integration and reporting solutions • Lead and support user acceptance testing (UAT), including issue resolution • Collaborate cross-functionally with IT, Engineering, and vendor partners • Develop project plans, timelines, and deliverables for system initiatives • Ensure systems meet evolving business needs and long-term technology strategy • Facilitate end-user reviews and stakeholder working sessions • Create and maintain functional and technical documentation • Develop training materials and support end-user adoption • Mentor junior team members and provide guidance on best practices • Identify opportunities for process improvements and system optimization

Role Description - US HOURS - this will be working 3 pm - 12 am - Design, implement, and support networks, servers, storage, telephony, and cloud infrastructure (AWS, Azure). - Lead projects for infrastructure upgrades, migrations (on-premise to cloud), and international expansion. - Serve as technical lead and escalation point, mentoring junior staff. - Manage vendors for hardware, software, and services. - Ensure security, compliance (SOX), and documentation standards are met. Qualifications - A self-sufficient, motivated professional who thrives in a fast-paced, high-growth environment. - Service-oriented with a customer-first mindset. - Strong communicator who can translate technical detail into business value. - Flexible, with the ability to adapt to after-hours project work. - Experienced in working within global 24x7 operations and regulated environments (SOX). - A natural mentor, eager to guide less experienced team members. - Bonus: background in healthcare, life sciences, pharma, or biotech. - 8+ years of hands-on engineering experience with enterprise networks, servers, and storage systems. - Proven expertise with VMware (ESXi, vSphere, vCenter). - Strong skills in firewalls, switches, wireless infrastructure (physical and virtual). - Deep knowledge of Microsoft Server OS & Active Directory. - Solid experience with cloud computing and storage (AWS and Azure). - Experience delivering disaster recovery and business continuity solutions. - Proficiency with Microsoft 365 collaboration suite (Teams, SharePoint, OneDrive, Exchange Online). - Scripting skills to automate and optimize infrastructure management. - Familiarity with patch management, monitoring tools, and ITIL frameworks. - Linux knowledge is a plus. Requirements - Degree in Information Systems or a related field (AA minimum) – or equivalent hands-on experience. - Certifications preferred: - Cisco (CCNA/CCNP) - Microsoft O365 - Windows Server - Networking certifications Company Description Dear recruiters there is no need to edit this.