Remote Senior Support Engineer — Complex Issues & Mentorship

Sanity.io

United States

Remote

USD 90,000 - 130,000

Full time

8 days ago

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Job summary

Sanity.io is seeking a seasoned support engineer to own complex technical assistance for enterprise customers using a content operations platform. You will investigate high‑impact issues, guide customers through challenging implementations, and help elevate the support team’s practices while combining hands‑on problem solving with clear customer communication and informal mentorship.

As a remote role based in the United States or Canada with a West Coast/Pacific time preference, you’ll

Qualifications

Strong technical judgment for independent complex problem solving.
Clear, calm communication in high‑pressure situations.
Empathy and a customer‑focused approach to support.
Ability to explain and document problems via reproducible examples.
Interest in sharing technical guidance with colleagues.

Responsibilities

Independently investigate and resolve complex customer issues, including high‑severity incidents.
Keep customers informed during investigations and incident response.
Create minimal reproductions, reusable code examples, and structured reports that help teams diagnose issues.
Coach fellow support engineers on investigation and communication practices.
Work with product and engineering partners to turn recurring customer friction into lasting improvements.
Improve support workflows, systems, and documentation.