Director, Support Engineering
Core
Lead the global Support Engineering function to help developers and enterprise customers unlock the power of Sanity's AI-powered Content Operating System.
Role type
Director, Support Engineering (Engineering Leader)
Builds
Support infrastructure, tooling, workflows, and knowledge base for a developer-first SaaS platform
Domain
Developer tools / Content Operations / SaaS
Deliverable
client delivery
Required skills
Technical debugging (APIs, code reading), team scaling, cross-functional partnership, data-driven metrics management, strategic planning
Preferred skills
Experience with headless architectures, content delivery infrastructure, global team management
Technologies
Sanity platform, APIs, headless architectures, content delivery infrastructure
Responsibilities
Own end-to-end support operations including queue management, triage, and SLA adherence; Partner with Engineering and Product to resolve complex escalations and feed insights back; Define and evolve support tooling and internal knowledge base; Hire, coach, and develop a global team of support engineers; Set and track key metrics (CSAT, MTTR, deflection); Shape long-term support strategy aligned with company growth
Seniority
Director, strategic leadership & team scaling
