Senior Support Engineer, NORAM

The role

You will independently own and resolve complex technical issues for enterprise customers. You will lead investigations into high-severity issues and provide technical guidance to other Support Engineers.

What you will do

• Independently own and resolve complex technical issues for enterprise customers.
• Lead investigations into ambiguous or high-severity issues and liaise during incidents.
• Produce high-quality minimal reproductions, reusable code snippets, and structured issue reports.
• Provide informal mentorship and technical guidance to other Support Engineers.
• Collaborate closely with Product and Engineering to surface patterns and influence product improvements.
• Author and improve documentation, guides, and self-serve resources.
• Contribute to infrastructure, tooling, and workflow improvements within the Support organization.
• Participate in community support rotation.
• Own issues end-to-end, including a paid on-call rotation for high-severity production incidents.

Required qualifications

• Remote on the West Coast (PDT) in North America
• 4+ years of hands-on experience in developer support or engineering roles.
• Strong experience debugging complex JavaScript/TypeScript and modern web applications (e.g., Next.js).
• Demonstrated success in independently owning complex issues from diagnosis to resolution.
• Ability to elevate those around you through thoughtful collaboration, clear communication, and informal mentorship.
• Comfortable operating under pressure while maintaining clarity and empathy.
• Strong debugging instincts and ability to reason across frontend, APIs, and infrastructure layers.
• Bias toward improving systems, documentation, and processes rather than just resolving individual support requests.
• Curious, proactive, and energized by solving ambiguous problems.

Benefits

• A highly-skilled, inspiring, and supportive team
• Positive, flexible, and trust-based work environment
• A global, multi-culturally diverse group of colleagues and customers
• Comprehensive health plans and perks
• A healthy work-life balance
• Competitive salary
• Stock options program

About the company

Sanity.io is a modern, flexible content operating system that replaces rigid legacy content management systems. It treats content as data so it can be stored in a single source of truth and adapted for any channel.