Senior Support Engineer - Remote (West Coast)

Sanity CMS; United States; On-site; USD 110,000 - 170,000; Full time

Benefits offered by this job

Health plans

Stock options

Flexible, trust-based work environment

Global, diverse team

Job summary

Sanity is seeking a senior support engineer to own and resolve complex issues for enterprise customers, guiding incidents and implementing scalable improvements. You will mentor teammates, collaborate with Product and Engineering, and help elevate our support operations with clear communication and strong debugging skills.

The role emphasizes proactive problem solving, documentation improvements, and a bias toward systemic enhancements over individual ticket fixes, while maintaining composure

Qualifications

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

Responsibilities

• 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.

Skills

Frontend

APIs

Debugging

Infrastructure

Job description

Sanity is seeking a senior support engineer to own and resolve complex issues for enterprise customers, guiding incidents and implementing scalable improvements. You will mentor teammates, collaborate with Product and Engineering, and help elevate our support operations with clear communication and strong debugging skills.

The role emphasizes proactive problem solving, documentation improvements, and a bias toward systemic enhancements over individual ticket fixes, while maintaining composure