Director, Support Engineering

The role

You will manage and grow the Support Engineering function at Sanity. You will lead a globally distributed team to help developers and enterprise customers use the platform and provide product insights to engineering.

What you will do

• Lead daily support engineering operations including queue management, triage, SLA adherence, and escalation paths.
• Partner with Engineering, Solution Architecture, and Customer Success to resolve complex technical escalations.
• Define and own tooling, workflows, runbooks, and the internal knowledge base.
• Translate support signals into actionable product feedback.
• Set and track metrics such as CSAT, first response time, MTTR, escalation rate, and deflection.
• Attract, retain, and coach a high-performing global team of support engineers.
• Define career progression frameworks and provide ongoing coaching.
• Partner with leadership to set long-term support strategy.
• Work with Product and Engineering during launches and major releases.
• Represent the support function in cross-functional planning and customer escalations.

Required qualifications

• Based in North America or Europe
• 7+ years in technical support or support engineering
• At least 3 years in a leadership or management role
• Proven experience building, growing, and scaling a support engineering team at a developer-first or API-driven SaaS company
• Strong technical foundation including reading code, debugging API integrations, and understanding headless architectures and content delivery infrastructure
• Outstanding executive presence and communication skills
• Data-driven approach to team performance
• Structured and organized with strong attention to detail

Benefits

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

About the company

Sanity.io is a modern, flexible content operating system that replaces rigid legacy content management systems. The company is a 300+ person organization building an AI-powered Content Operating System.