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Sanity.io is seeking an experienced Director of Support Engineering to lead and scale the support engineering function for their AI-powered Content Operations platform. This is a high-impact leadership role at the intersection of technical depth and customer obsession, managing a globally distributed team that works with some of the world's most technical developer teams and enterprise customers.
In this role, you will own the entire support engineering function end-to-end, including people, processes, tooling, and metrics. Key responsibilities include:
**Daily Operations & Leadership:**
- Lead support engineering operations across time zones, managing queue handling, triage, SLA adherence, and escalation paths
- Partner closely with Engineering, Solution Architecture, and Customer Success to resolve complex technical escalations, particularly for enterprise customers
- Maintain direct visibility into individual tickets and patterns, acting as a knowledge broker to unblock the team and maintain quality at scale
**Infrastructure & Strategy:**
- Define and own tooling, workflows, runbooks, and the internal knowledge base that power the support function
- Identify systemic issues through support signals and translate them into actionable product feedback for the Product and Engineering teams
- Set and track key metrics including CSAT, first response time, MTTR, escalation rate, and deflection rates, driving continuous improvement
**Team Building & Development:**
- Attract and retain a high-performing global team of support engineers with deep expertise in Sanity's platform, APIs, and developer ecosystem
- Define clear career progression frameworks and provide ongoing coaching, feedback, and growth opportunities
- Build a culture of technical curiosity, customer empathy, and continuous learning
**Cross-Functional Collaboration:**
- Partner with leadership to set long-term support strategy aligned to Sanity's growth trajectory and enterprise customer base
- Work closely with Product and Engineering during launches and major releases to ensure preparedness and tight feedback loops
- Represent the support function in cross-functional planning, headcount discussions, and executive-level customer escalations
Sanity.io is a 200+ person company backed by leading investors including GP Bullhound, ICONIQ Growth, Threshold Ventures, Shopify, and founders from Vercel, WPEngine, Twitter, Mux, Netlify, and Heroku. The company recently raised $85M in Series C funding and is positioned for accelerated growth.
**Requirements:**
- Based in North America or Europe
- 7+ years in technical support or support engineering, with at least 3 years in a leadership or management role
- Proven experience building or scaling a support engineering team at a developer-first or API-driven SaaS company
- Strong technical foundation: comfortable reading code, debugging API integrations, and understanding headless architectures and content delivery infrastructure
- Outstanding written and verbal communication skills with ability to translate complex technical issues for diverse audiences
- Data-driven approach to team performance, using metrics to identify trends, set priorities, and drive measurable improvement
- Structured and organized with strong attention to detail and ability to manage competing priorities across globally distributed teams
