Director, Support Engineering

Sanity; United States; Remote; USD 180,000 - 280,000; Full time

Job summary

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

Qualifications

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

Responsibilities

• 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.

Skills

Leadership

Customer empathy

Technical depth

Job description

We're looking for an experienced engineering leader to manage and grow the Support Engineering function at Sanity. This is a high-impact role at the intersection of technical depth and customer obsession. You'll lead the team that helps developers and enterprise customers unlock the full power of Sanity's platform, while feeding critical insights back into the product and engineering org.

At Sanity.io, we're building the future of AI-powered Content Operations. Our AI Content Operating System gives teams the freedom to model, create, and automate content the way their business works, accelerating digital development and supercharging content operations efficiency. Companies like SKIMS, Figma, Riot Games, Anthropic, COMPLEX, Nordstrom, and Morningbrew are using Sanity to power and automate their content operations.

In this Director of Support Engineering role, you'll own the entire support engineering function end-to-end — from the people and processes to the tooling and metrics. You'll lead a globally distributed Support Engineering function, including Support Engineering managers and their teams, who work daily with some of the world’s most technical and demanding developer teams. You bring a proven track record of scaling support organizations at developer-first SaaS companies, a strong technical foundation, and the leadership instincts to build a team culture rooted in customer empathy and engineering excellence.

What you would do:

• Lead daily support engineering operations
• 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.
• Build and evolve support infrastructureDefine 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.
• Hire, coach, and develop the support engineering teamAttract 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.
• Collaborate cross-functionally and shape support strategyPartner with leadership to set the long-term support strategy aligned to Sanity's growth trajectory and enterprise c