Senior Support Engineer, NORAM

Sanity.io; United States; Remote; USD 90,000 - 130,000; Full time

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.

Skills

Technical judgment

Clear communication

Customer focus

Reproducible examples

Mentoring peers

Job description

Role overview

Own complex technical support for enterprise customers using a content operations platform. You’ll investigate high-impact issues, guide customers through difficult implementations, and help improve the support team’s practices. The role combines hands‑on technical problem-solving with clear customer communication and informal team mentorship.

Responsibilities

• Independently investigate and resolve complex customer issues, including ambiguous or high‑severity incidents.
• Keep customers informed throughout 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.

Requirements

• Strong technical judgment and the ability to work through complex problems independently.
• Clear, calm communication, especially during high‑pressure situations.
• Empathy and a customer‑focused approach to technical support.
• Ability to explain and document problems through reproducible examples and structured reports.
• Interest and ability in sharing technical guidance with colleagues.

Benefits and work setup

• Remote role based in the United States or Canada, with a West Coast/Pacific time zone location.