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Sanity.io is a modern, flexible content operating system that replaces legacy CMS platforms. The company treats content as data, enabling companies like SKIMS, Figma, Riot Games, and Anthropic to create tailored content authoring experiences and workflows. Sanity recently raised $85M in Series C funding and is backed by leading investors including GP Bullhound, ICONIQ Growth, Threshold Ventures, and founders from Vercel, WPEngine, Twitter, and Netlify.
This Senior Support Engineer role is not a reactive ticket-queue position. You will independently own high-impact technical issues for enterprise customers, guide them through complex implementations, and drive systemic improvements across support operations. The role requires strong technical judgment, calm communication under pressure, and the ability to transform recurring customer friction into lasting product and process improvements.
Key responsibilities include: independently resolving complex technical issues for enterprise customers; leading investigations into ambiguous or high-severity incidents while maintaining clear communication; producing high-quality minimal reproductions and structured issue reports; mentoring other Support Engineers and elevating team capabilities; collaborating with Product and Engineering to surface patterns and influence improvements; authoring documentation and self-serve resources to reduce recurring issues; contributing to support infrastructure and tooling improvements; and participating in community support rotation while modeling high standards of clarity and empathy.
You bring 4+ years of hands-on experience in developer support or engineering roles, with strong expertise debugging complex JavaScript/TypeScript and modern web applications (e.g., Next.js). You have demonstrated success independently owning complex issues from diagnosis to resolution, with strong debugging instincts across frontend, APIs, and infrastructure layers. You're comfortable operating under pressure while maintaining clarity and empathy, and you have a bias toward improving systems and documentation rather than just resolving individual tickets. You elevate those around you through thoughtful collaboration and informal mentorship, and you're energized by solving ambiguous problems.
