Sanity.io

Overview

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.

About Sanity.io

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.

Requirements & Eligibility

• 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 communication skills, both written and verbal, with the ability to translate complex technical issues for diverse audiences
• Data-driven approach to team performance: you use metrics to identify trends, set priorities, and drive measurable improvement

Key Responsibilities

• 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
• Define and own the tooling, workflows, runbooks, and internal knowledge base that power the support function
• Attract and retain a high-performing global team of support engineers with deep expertise in Sanity's platform, APIs, and developer ecosystem
• Partner with leadership to set the long-term support strategy aligned to Sanity's growth trajectory and enterprise customer base