Director of Global Developer Support

Sanity; United States; Remoto; USD 180.000 - 280.000; Tempo pieno

Descrizione del lavoro

Sanity is seeking an experienced engineering leader to manage and grow the Support Engineering function across a globally distributed team. You will own people, processes, tooling, and metrics, partnering with Engineering, Solution Architecture, and Customer Success to resolve complex escalations for enterprise customers.

You will drive a culture of customer empathy, engineering excellence, and scalable support operations, shaping the strategy and long-term roadmap for the support organization

Competenze

• Experience scaling support at developer-first SaaS companies.
• Strong technical foundation across the platform and APIs.
• Ability to lead globally distributed teams.

Mansioni

• Lead daily support engineering operations.
• Own end-to-end support engineering function, including queue management, triage, SLA adherence, and escalation paths across time zones.
• Partner with Engineering, Solution Architecture, and Customer Success to drive resolution on complex technical escalations for enterprise customers.
• Stay connected to individual tickets and patterns, unblock the team, and maintain quality at scale.
• Build and evolve support infrastructure, tooling, workflows, runbooks, and the internal knowledge base (Atlas).
• Identify systemic issues through support signals and translate them into actionable product feedback.
• Set and track key metrics: CSAT, first response time, MTTR, escalation rate, and deflection; continuously improve them.
• Hire, coach, and develop the global support engineering team with clear career progression and ongoing growth opportunities.

Conoscenze

Leadership

Customer empathy

Technical depth

Descrizione del lavoro

Sanity is seeking an experienced engineering leader to manage and grow the Support Engineering function across a globally distributed team. You will own people, processes, tooling, and metrics, partnering with Engineering, Solution Architecture, and Customer Success to resolve complex escalations for enterprise customers.

You will drive a culture of customer empathy, engineering excellence, and scalable support operations, shaping the strategy and long-term roadmap for the support organization