Director, Support Engineering

About the role

We are seeking an experienced engineering leader to head the Support Engineering function at Sanity.io. In this high‑impact role you will oversee a globally distributed team that assists developers and enterprise customers in leveraging the Sanity platform, while feeding critical insights back to product and engineering.

Key responsibilities

• Lead daily support engineering operations, including queue management, triage, SLA adherence and escalation across time zones.
• Partner with Engineering, Solution Architecture and Customer Success to resolve complex technical escalations for enterprise customers.
• Define and own tooling, workflows, runbooks and the internal knowledge base that power the support function.
• Identify systemic issues from support signals and translate them into actionable product feedback.
• Set, track and continuously improve key metrics such as CSAT, first‑response time, MTTR, escalation rate and deflection.
• Hire, coach and develop a high‑performing global support engineering team, establishing clear career progression frameworks.

Required profile

• 7+ years in technical support or support engineering, with at least 3 years in a leadership role.
• Proven experience building or scaling support engineering teams at developer‑first or API‑driven SaaS companies.
• Strong communication skills, able to translate complex technical issues for diverse audiences.
• Data‑driven mindset, using metrics to identify trends and drive improvement.

Required skills

• Comfortable reading code and debugging API integrations.
• Understanding of headless architectures.
• Knowledge of content delivery infrastructure.
• Experience with support tooling, runbooks and knowledge‑base management.

What we offer

• A highly skilled, inspiring and supportive team.
• Positive, flexible and trust‑based work environment.
• Comprehensive health plans, stock options and location‑based salary.
• Global, multicultural group of colleagues and customers.