Director, Support Engineering

Sanity.io; United States; Remote; USD 180,000 - 240,000; Full time

Benefits offered by this job

Remote work

Job summary

Sanity.io in the United States seeks a leader to guide and grow a global Support Engineering organization for our developer and enterprise customers of a content operations platform. The role owns support strategy and end-to-end delivery, connecting customer experience, technical problem solving, and product improvement.

You will lead managers and teams across regions, build a culture grounded in technical quality and customer empathy, collaborate with Customer Solutions to accelerate value, and

Qualifications

• Experience leading and scaling support organizations at developer-focused SaaS companies.
• Strong technical foundation and ability to guide teams handling complex customer issues.
• Leadership experience across managers and distributed teams.

Responsibilities

• Set the direction, operating processes, tools, and performance measures for the Support Engineering function.
• Lead Support Engineering managers and teams across regions, building a culture grounded in technical quality and customer empathy.
• Work with Customer Solutions colleagues to help customers reach value sooner and resolve challenging technical issues.
• Bring recurring customer feedback and product insights to product and engineering teams.
• Develop the organization’s ability to support demanding developer teams as the function scales.

Skills

Leadership

Technical leadership

Customer focus

Job description

Role overview

Lead and grow a global Support Engineering organization serving developers and enterprise customers of a content operations platform. The role owns support strategy and delivery end to end, while connecting customer experience, technical problem solving, and product improvement.

Responsibilities

• Set the direction, operating processes, tools, and performance measures for the Support Engineering function.
• Lead Support Engineering managers and teams across regions, building a culture grounded in technical quality and customer empathy.
• Work with Customer Solutions colleagues to help customers reach value sooner and resolve challenging technical issues.
• Bring recurring customer feedback and product insights to product and engineering teams.
• Develop the organization’s ability to support demanding developer teams as the function scales.

Requirements

• Experience leading and scaling support organizations at developer-focused SaaS companies.
• Strong technical foundation and ability to guide teams handling complex customer issues.
• Leadership experience across managers and distributed teams.
• A customer-focused approach to building support culture, processes, and service quality.

Benefits and work setup

• Remote position open to candidates in the United States or Europe.