Senior Support Engineer, NORAM

Sanity; San Francisco (CA); Remote; USD 150,000 - 190,000; Full time

Benefits offered by this job

Stock options program

Health plans

Job summary

Sanity.io is seeking a senior support engineer on the West Coast remote North America to own and resolve complex enterprise issues. You will guide investigations during incidents, produce precise reproductions, and mentor other engineers, while collaborating with Product and Engineering to drive product improvements.

The role emphasizes proactive problem-solving, documentation, and improving support workflows.

Qualifications

• 4+ years hands-on experience in developer support or engineering roles.
• Strong experience debugging complex JavaScript/TypeScript and modern web applications (e.g., Next.js).
• Demonstrated success independently owning complex issues from diagnosis to resolution.

Responsibilities

• Independently own and resolve complex technical issues for enterprise customers.
• Lead investigations into high-severity issues and liaise during incidents.
• Produce high-quality reproductions, reusable code snippets, and structured issue reports.
• Provide informal mentorship and technical guidance to other Support Engineers.
• Collaborate with Product and Engineering to surface patterns and influence product improvements.
• Write and improve documentation, guides, and self-serve resources.
• Contribute to infrastructure, tooling, and workflow improvements within the Support organization.
• Participate in community support rotation and model high standards of clarity and empathy.
• Own issues end-to-end, including paid on-call rotation for high-severity production incidents.

Skills

JavaScript/TypeScript

Next.js

Problem solving

Mentorship

Cross-functional collaboration

Communication under pressure

Tools

Next.js

REST APIs

Frontend debugging

Job description

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.

We're looking for an empathic senior support engineer who thrives on solving complex technical challenges and helping customers succeed with Sanity at scale.

As a senior member of the team, you will independently own high-impact issues, guide enterprise customers through complex implementations, and improve the systems, workflows, and documentation that power our support organization.

This is not a reactive ticket-queue role. It requires strong technical judgment, calm communication under pressure, and the ability to turn recurring customer friction into lasting improvements.

What you would do:

• Independently own and resolve complex technical issues for enterprise customers.

• Lead investigations into ambiguous or high-severity issues and liaise during incidents, maintaining clear communication throughout.

• Produce high-quality minimal reproductions, reusable code snippets, and structured issue reports.

• Provide informal mentorship and technical guidance to other Support Engineers, helping the team navigate complex issues and continuously improve how we investigate, communicate, and resolve problems.

• Collaborate closely with Product and Engineering to surface patterns and influence product improvements.

• Author and improve documentation, guides, and self-serve resources to reduce recurring issues.

• Contribute to infrastructure, tooling, and workflow improvements within the Support organization.

• Participate in community support rotation and model high standards of clarity and empathy.

• You’ll own issues end-to-end, including a paid on-call rotation for high-severity production incidents.

About you:

• Remote on the West Coast (PDT) in North America

• 4+ years of hands‑on experience in developer support or engineering roles.

• Strong experience debugging complex JavaScript/TypeScript and modern web applications (e.g., Next.js).

• Demonstrated success in independently owning complex issues from diagnosis to resolution.

• Ability to elevate those around you through thoughtful collaboration, clear communication, and informal mentorship.

• Comfortable operating under pressure while maintaining clarity and empathy.

• Strong debugging instincts and ability to reason across frontend, APIs, and infrastructure layers.

• Bias toward improving systems, documentation, and processes rather than just resolving individual support requests.

• Curious, proactive, and energized by solving ambiguous problems.
  

What we can offer:

• A highly‑skilled, inspiring, and supportive team

• Positive, flexible, and trust‑based work environment that encourages long‑term professional and personal growth

• A global, multi‑culturally diverse group of colleagues and customers

• Comprehensive health plans and perks

• A healthy work‑life balance that accommodates individual and family needs

• Competitive salary and stock options program
  

Who we are:

Sanity.io is a modern, flexible content operating system that replaces rigid legacy content management systems. One of our big differentiators is treating content as data so that it can be stored in a single source of truth, but seamlessly adapted and personalized for any channel without extra effort. Forward‑thinking companies choose Sanity because they can create tailored content authoring experiences, customized workflows, and content models that reflect their business.

Sanity recently raised an $85m Series C led by GP Bullhound and is also backed by leading investors like ICONIQ Growth, Threshold Ventures, Heavybit and Shopify, as well as founders of companies like Vercel, WPEngine, Twitter, Mux, Netlify and Heroku. This funding round has put Sanity in a strong position for accelerated growth in the coming years.

Sanity is a 300+ person company with highly committed and ambitious people. We are pioneers, we exist for our customers, we are hel ved, and we love type two fun! Read more about our values here!

Sanity.io pledges to be an organization that reflects the globally diverse audience that our product serves. We believe that in addition to hiring the best talent, a diversity of perspectives, ideas, and cultures leads to the creation of better products and services. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.