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Director, Support Engineering

Remote, in Europe +5·Full-time·Added 1 month ago (last checked 4 Nov)

Sanity

2 open roles

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Our summary

Work mode: Remote (in Europe / Oslo, Norway / London, UK / United Kingdom / San Francisco Bay Area / United States)
Contract: Full-time
English: Required
Experience: 7+ years

Visa options

The ad doesn’t mention sponsorship
Not a refusal, but not a yes. Worth asking in your first message.
May fit the digital nomad visa
A remote job for a company outside Spain: you apply yourself, no sponsor needed. It asks for about €2,849 a month in remote income.

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Skills

Requirements

What we're looking for

7+ years in technical support or support engineering, with at least 3 years in a leadership or management role
Proven experience building, growing, and scaling a support engineering team at a developer-first or API-driven SaaS company
Strong technical foundation - comfortable reading code, debugging API integrations, and understanding headless architectures and content delivery infrastructure
Outstanding executive presence and communication skills, both written and verbal, with the ability to translate complex technical issues for diverse audiences
Data-driven approach to team performance: you use metrics to identify trends, set priorities, and drive measurable improvement
Structured and organized, with strong attention to detail and the ability to manage competing priorities across a globally distributed team

Pay & benefits

What you'll get

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 stock options program and location-based salary

The role

We're looking for an experienced Support Engineering leader to manage and grow the Support Engineering function at Sanity. This is a high-impact role at the intersection of technical depth and customer obsession. You will lead the team that helps developers and enterprise customers unlock the full power of Sanity's platform, align with Customer Solutions teams to reduce time to value for customers, and feed critical product and user insights back into the product and engineering org.

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.

Reporting to the VP of Customer Solutions, the Director of Support Engineering role owns the entire Support function end-to-end - from the people and processes to the tooling and metrics. You will lead a globally distributed Support Engineering function, including Support Engineering managers and their teams who work daily with some of the world's most technical and demanding developer teams. You bring a proven track record of scaling support organizations at developer-first SaaS companies, a strong technical foundation, and the leadership instincts to build a team culture rooted in customer empathy and engineering excellence.

What you would do:

What you'll do

Own the end-to-end support engineering function, including queue management, triage, SLA adherence, and escalation paths across time zones.
Partner closely with Engineering, Solution Architecture, and Customer Success to drive resolution on complex technical escalations - especially for enterprise customers.
Stay closely connected to individual tickets and patterns, acting as a knowledge broker to unblock the team and maintain quality at scale.
Define and own the tooling, workflows, runbooks, and internal knowledge base (Atlas) that power the support function.
Identify systemic issues through support signals and translate them into actionable product feedback - acting as the voice of the developer in Product and Engineering discussions.
Set and track the metrics that matter: CSAT, first response time, MTTR, escalation rate, and deflection - and continuously improve them.
Partner with leadership to set the long-term support strategy aligned to Sanity's growth trajectory and enterprise customer base.
Work closely with Product and Engineering during launches and major releases to ensure the support team is prepared and feedback loops are tight.
Represent the support function in cross-functional planning, headcount discussions, and customer escalations involving executive stakeholders.

About you

Based in: North America or Europe

About Sanity

Sanity is a Norwegian software company that provides a headless content management system (CMS) and structured content platform for digital teams. The company's platform allows developers and content editors to work together efficiently, with a focus on real-time collaboration, customization, and scalability. Sanity serves a global customer base, including major brands like Puma, Figma, and National Geographic, and is recognized as a leader in the headless CMS space.

Sanity has a significant presence in Spain, with an office in Barcelona that serves as a key hub for engineering and product development. The company is known for its remote-friendly culture and international team, making it an attractive option for professionals looking to relocate to Spain. With a strong emphasis on open source and developer experience, Sanity offers a dynamic and collaborative work environment for international hires.

Industry: Dev Tools
Founded: 2017
Employees: 200–500
Headquarters: Oslo, Norway
In Spain: Barcelona

Good to know if you are moving

Sanity has an office in Barcelona, which is a major tech hub in Spain, offering a vibrant lifestyle and a growing international community.
The company is remote-friendly, with a distributed team across multiple countries, making it easier for international hires to integrate.
Sanity is a well-funded startup, having raised over $200 million in funding, indicating stability and growth potential.
The company values open source and technical excellence, with a strong engineering culture that attracts top talent.
Sanity offers competitive compensation and benefits, including equity, which is attractive for international professionals.

In their own words

About the company & team

Attract and retain a high-performing global team of support engineers with deep expertise in Sanity's platform, APIs, and developer ecosystem.
Define clear career progression frameworks and provide ongoing coaching, feedback, and growth opportunities for every member of the team.
Build a culture of technical curiosity, customer empathy, and continuous learning.

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.

You can only build a great company with a great culture. 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, marital status, disability, or gender identity.

All open roles at Sanity