Director, Support Engineering

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 http://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: Lead daily support engineering operations - 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. Build and evolve support infrastructure - 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. Hire, coach, and develop the support engineering 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. Collaborate cross-functionally and shape support strategy - 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 - 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 -