Director, Support Engineering
Sanity · Remote · Remote in Europe · London, UK · San Francisco Bay Area ·
COMPENSATION
€•• – ••k
Listed on the employer's job board (Ashby)
- Director level role
- Fully remote (NA/EU)
- SaaS & API focus
- Manage global team
- Technical leadership
You will own the end-to-end support engineering operation, from people management to tooling and metrics. This position requires leading a distributed team that assists enterprise customers and developers while feeding insights back into the product organization.
The ideal candidate combines technical depth with leadership experience in scaling support for API-driven SaaS products. You will define career frameworks, optimize workflows, and ensure high-quality technical resolution across time zones.
What you'll do
- Own end-to-end support operations including triage, SLAs, and escalations
- Partner with Engineering and Success to resolve complex technical issues
- Define tooling, workflows, runbooks, and internal knowledge bases
- Translate support signals into actionable product feedback
- Track metrics like CSAT, MTTR, and escalation rates for improvement
- Hire, coach, and develop a high-performing global support team
- Set long-term support strategy aligned with company growth
- Represent support in cross-functional planning and executive discussions
What you'll need
- Based in North America or Europe
- 7+ years in technical support or support engineering
- At least 3 years in a leadership or management role
- Experience scaling support at developer-first or API-driven SaaS firms
- Strong technical foundation in code reading and API debugging
- Understanding of headless architectures and content delivery
- Outstanding written and verbal communication skills
- Data-driven approach to team performance and prioritization
Stack
- Sanity
- APIs
- Headless CMS
How you'll work
- Remote work available in North America or Europe
- Globally distributed team environment
- Flexible and trust-based work culture
What you get
- Comprehensive health plans and perks
- Competitive stock options program
- Location-based salary structure
- Focus on work-life balance and family needs
- Diverse and inclusive global team culture