Director, Support Engineering

Job not on LinkedIn

🔥 0 minutes ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🔴 Lead

📞 Support Engineer

👻 Ghost score 22%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Sanity.io

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2017

💼 Consulting

📣 Marketing

📦 Logistics

Consulting • Marketing • Logistics

Sanity. io is a content platform that provides a customizable and composable content management system (CMS). Offering features like real-time collaboration, open-source editing interfaces, and seamless API integrations with popular technologies like React, Vue, and Next. js, Sanity empowers teams to create and manage content across multiple channels and platforms. Its Content Lake provides no-ops content storage and distribution, ensuring content is synced and available as data, facilitating e-commerce, marketing, and media applications. Renowned for its flexibility and support for developers and content creators, Sanity serves as a critical content infrastructure for enterprise-level businesses, enabling them to innovate and scale efficiently. With its focus on treating content as data, Sanity aims to maximize content velocity and drive business forward in the Composable Era.

📋 Description

• Own the 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 resolve complex technical escalations, especially for enterprise customers • Stay connected to tickets and patterns to unblock the team and maintain quality at scale • Define and own support tooling, workflows, runbooks, and the Atlas internal knowledge base • Identify systemic issues through support signals and translate them into product feedback • Set and track CSAT, first response time, MTTR, escalation rate, and deflection metrics • Hire, retain, coach, and develop a global support engineering team • Define career progression frameworks and provide ongoing feedback and growth opportunities • Build a culture of technical curiosity, customer empathy, and continuous learning • Set long-term support strategy aligned with Sanity's growth and enterprise customer base • Partner with Product and Engineering on launches and major releases • Represent Support in cross-functional planning, headcount discussions, and executive customer escalations

🎯 Requirements

• 7+ years in technical support or support engineering • At least 3 years in a leadership or management role • Proven experience building or scaling a support engineering team at a developer-first or API-driven SaaS company • Strong technical foundation, including reading code, debugging API integrations, and understanding headless architectures and content delivery infrastructure • Outstanding written and verbal communication skills • Ability to translate complex technical issues for diverse audiences • Data-driven approach to team performance and metrics • Structured and organized, with strong attention to detail • Ability to manage competing priorities across a globally distributed team • Based in North America or Europe

🏖️ Benefits

• A highly-skilled, inspiring, and supportive team • Positive, flexible, and trust-based work environment • Long-term professional and personal growth opportunities • Comprehensive health plans and perks • Healthy work-life balance accommodating individual and family needs • Competitive stock options program • Location-based salary