Director of Support Engineering for Developer-first SaaS

Sanity; Greater London; Hybrid; GBP 140,000 - 210,000; Full time

Job summary

Sanity is seeking an experienced engineering leader to manage the Support Engineering function end-to-end. You will lead a globally distributed team that helps developers and enterprise customers unlock the full power of Sanity's platform, while feeding insights back into product and engineering.

As Director of Support Engineering, you will own people, processes, tooling, and metrics, partner with Engineering, Product and Customer Success, and drive customer empathy and engineering excellence

Qualifications

• 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.

Responsibilities

• Lead daily support engineering operations across time zones, including queue management, triage, SLA adherence, and escalation paths.
• Build and evolve support infrastructure: tooling, workflows, runbooks, and internal knowledge base (Atlas).
• Hire, coach, and develop the global support engineering team with career progression and coaching.
• Collaborate cross-functionally to shape support strategy with Product, Engineering, and Customer Success.

Skills

Leadership

Technical depth

Communication

Data-driven

Organizational skills

Job description

Sanity is seeking an experienced engineering leader to manage the Support Engineering function end-to-end. You will lead a globally distributed team that helps developers and enterprise customers unlock the full power of Sanity's platform, while feeding insights back into product and engineering.

As Director of Support Engineering, you will own people, processes, tooling, and metrics, partner with Engineering, Product and Customer Success, and drive customer empathy and engineering excellence