Director, Support Engineering

We're looking for an experienced engineering leader to manage and grow the Support Engineering function at Sanity. This is a

high-impact role at the intersection of technical depth and customer obsession. You'll lead the team that helps developers and

enterprise customers unlock the full power of Sanity's platform, while feeding critical insights back into the product and

engineering org.

At Sanity.io, we're building the future of AI-powered Content Operations. Our AI Content Operating System gives teams the freedom

to model, create, and automate content the way their business works, accelerating digital development and supercharging content

operations efficiency. Companies like SKIMS, Figma, Riot Games, Anthropic, COMPLEX, Nordstrom, and Morningbrew are using Sanity to

power and automate their content operations.

In this Director of Support Engineering role, you'll own the entire support engineering function end-to-end — from the people and

processes to the tooling and metrics. You'll lead a globally distributed Support Engineering function, including Support

Engineering managers and their teams, who work daily with some of the world’s most technical and demanding developer teams. You

bring a proven track record of scaling support organizations at developer-first SaaS companies, a strong technical foundation, and

the leadership instincts to build a team culture rooted in customer empathy and engineering excellence.

• Own the end-to-end support engineering function, including queue management, triage, SLA adherence, and escalation paths across

time zones.

• Partner closely with Engineering, Solution Architecture, and Customer Success to drive resolution on complex technical

escalations — especially for enterprise customers.

• Stay closely connected to individual tickets and patterns, acting as a knowledge broker to unblock the team and maintain

quality at scale.

• Identify systemic issues through support signals and translate them into actionable product feedback — acting as the voice of

the developer in Product and Engineering discussions.

• Set and track the metrics that matter: CSAT, first response time, MTTR, escalation rate, and deflection — and continuously

improve them.

• 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 for every member of

the team.

• Partner with leadership to set the 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 the support team is prepared and

feedback loops are tight.

• Represent the support function in cross-functional planning, headcount discussions, and customer escalations involving

executive stakeholders.

• Strong technical foundation — comfortable reading code, debugging API integrations, and understanding headless architectures

and content delivery infrastructure

• Outstanding communication skills, both written and verbal, with the ability to translate complex technical issues for diverse

audiences

• Structured and organized, with strong attention to detail and the ability to manage competing priorities across a globally

distributed team

Sanity.io is a modern, flexible content operating system that replaces rigid legacy content management systems. One of our big

differentiators is treating content as data so that it can be stored in a single source of truth, but seamlessly adapted and

personalized for any channel without extra effort. Forward-thinking companies choose Sanity because they can create tailored

content authoring experiences, customized workflows, and content models that reflect their business.

Sanity recently raised an $85m Series C led by GP Bullhound and is also backed by leading investors like ICONIQ Growth, Threshold

Ventures, Heavybit and Shopify, as well as founders of companies like Vercel, WPEngine, Twitter, Mux, Netlify and Heroku. This

funding round has put Sanity in a strong position for accelerated growth in the coming years.

You can only build a great company with a great culture. Sanity is a 200+ person company with highly committed and ambitious

people. We are pioneers, we exist for our customers, we are hel ved, and we love type two fun! Read more about our values here!

Sanity.io pledges to be an organization that reflects the globally diverse audience that our product serves. We believe that in

addition to hiring the best talent, a diversity of perspectives, ideas, and cultures leads to the creation of better products and

services. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin,

sexual orientation, age, marital status, disability, or gender identity.