Director, Support Engineering
New
S
Sanity.ioSaaS, Developer Tools
Remote in Europe; Secondary Locations: London, UK, San Francisco Bay Area. Based in: North America or Europe., Globally distributed.Full-TimeDirector
Salary not disclosed
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Job Details
- Experience
- 7+ years in technical support or support engineering, with at least 3 years in a leadership or management role
- Required Skills
- People ManagementRESTful APIsSaaSTechnical support
Requirements
- 7+ years of experience in technical support or support engineering.
- At least 3 years in a leadership or management role.
- Proven track record scaling support engineering teams at developer-first or API-driven SaaS companies.
- Strong technical foundation, including the ability to read code and debug API integrations.
- Solid understanding of headless architectures and content delivery infrastructure.
- Data-driven approach to tracking team performance and identifying trends.
- Excellent written and verbal communication skills to explain complex technical concepts.
- Structured, organized, and detail-oriented approach to managing a global team.
- Ability to partner effectively with cross-functional leadership teams.
Responsibilities
- Lead daily support engineering operations, including queue management, triage, SLA adherence, and global escalations.
- Partner with Engineering, Solution Architecture, and Customer Success to resolve complex technical issues for enterprise customers.
- Define and maintain support infrastructure, including tooling, workflows, and internal knowledge base content.
- Identify systemic product issues from support signals and advocate for improvements within the Product and Engineering teams.
- Define, track, and improve support performance metrics such as CSAT, MTTR, and first response time.
- Hire, mentor, and develop a globally distributed team, including setting career progression frameworks.
- Represent the support function in cross-functional strategy, headcount planning, and executive escalations.
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