Director, Support Engineering

Sanity
Oslo, London, San Francisco
Workplace: RemoteFull timeFunction: Executive & General ManagementExperience: 7+ yearsSkills: ["Leadership","Communication","Data-driven","Customer empathy","Organizational"]

Lead and scale the Support Engineering function end-to-end, owning daily operations like queue management, triage, SLA adherence, and escalations across time zones. Partner with Engineering, Solution Architecture, and Customer Success to resolve complex technical issues for developers and enterprise customers. Define support infrastructure, tooling, runbooks, and knowledge systems, and drive performance improvements using metrics like CSAT, first response time, and MTTR. Recruit, coach, and develop a globally distributed team while shaping long-term support strategy and feedback loops into product and engineering.

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FursaFursa
Sanity
Sanity
13 hours ago

Director, Support Engineering

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Job Summary

Lead and scale the Support Engineering function end-to-end, owning daily operations like queue management, triage, SLA adherence, and escalations across time zones. Partner with Engineering, Solution Architecture, and Customer Success to resolve complex technical issues for developers and enterprise customers. Define support infrastructure, tooling, runbooks, and knowledge systems, and drive performance improvements using metrics like CSAT, first response time, and MTTR. Recruit, coach, and develop a globally distributed team while shaping long-term support strategy and feedback loops into product and engineering.
Location: Oslo, London, San Francisco
Workplace: Remote
Employment Type: Full time
Job Function: Executive & General Management
Seniority: Director level

Key Responsibilities

  • •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 drive resolution on complex technical escalations, especially for enterprise customers.
  • •Build and evolve support infrastructure by defining tooling, workflows, runbooks, and internal knowledge base resources.
  • •Translate support signals into actionable product feedback, acting as the voice of the developer in product and engineering discussions.
  • •Hire, coach, and develop a globally distributed support engineering team, including career frameworks and team culture building.

Pay and Benefits

Perks:Health InsuranceEquity

Key Requirements

  • •7+ years in technical support or support engineering, including 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 to read code, debug API integrations, and understand headless architectures and content delivery infrastructure.
  • •Outstanding written and verbal communication skills to translate complex technical issues for diverse audiences.
  • •A data-driven approach to team performance using metrics to identify trends, set priorities, and drive measurable improvement.
Experience:7+ yearsDeveloper-first SaaSAPI-driven SaaS
Skills:LeadershipCommunicationData-drivenCustomer empathyOrganizational

Company Brief

Sanity
Provides a headless CMS and structured content platform that enables developers and teams to build, manage, and deliver content via real-time APIs, customizable studio, and rich tooling for digital experiences across web and mobile.
Industry: Developer Tools
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Headquarters: Oslo, Norway
Founded: 2015
WebsiteLinkedIn