Remote in Europe•London, UK•San Francisco Bay Area
Remote
Director
Full Time
remotesupport engineeringleadershipSaaScustomer success
Requirements
- •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
- •Structured and organized, with strong attention to detail and the ability to manage competing priorities across a globally distributed team
What You'll Do
- •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
- •Define and own the tooling, workflows, runbooks, and internal knowledge base (Atlas) that power the support function
- •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
- •Build a culture of technical curiosity, customer empathy, and continuous learning
- •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
Benefits
- •A highly-skilled, inspiring, and supportive team
- •Positive, flexible, and trust-based work environment that encourages long-term professional and personal growth
- •A global, multi-culturally diverse group of colleagues and customers
- •Comprehensive health plans and perks
- •A healthy work-life balance that accommodates individual and family needs
- •Competitive stock options program and location-based salary
About Sanity
Sanity is a modern, flexible content platform (the Composable Content Cloud) that replaces legacy CMSs, letting teams build and deliver structured content across digital channels.
San Francisco, California, United States
201-500
Software