高级支持工程师，欧洲
Senior Support Engineer, EU
在 Sanity.io http://Sanity.io，我们正在打造面向未来的AI驱动内容运营。我们的AI内容操作系统让团队能够以符合业务需求的方式建模、创建和自动化内容，加速数字开发并提升内容运营效率。SKIMS、Figma、Riot Games、Anthropic、COMPLEX、Nordstrom 和 Morningbrew 等公司正在使用 Sanity 来驱动和自动化他们的内容运营。
我们正在寻找一位富有同理心的高级支持工程师，能够在解决复杂技术挑战的同时，帮助客户在大规模场景下成功使用 Sanity。
作为团队的高级成员，你将独立负责高影响力的问题，指导企业客户完成复杂的实施，并改进支撑我们支持团队的系统、流程和文档。
这不是一个被动处理工单的角色。它需要强大的技术判断力，在压力下保持冷静的沟通能力，并能将客户的重复性痛点转化为持久的改进。
你将负责：
- 独立负责并解决企业客户的复杂技术问题。
- 主导对模糊或高严重性问题的调查，并在事件期间进行协调，全程保持清晰的沟通。
- 生成高质量的最小化复现步骤、可重用代码片段和结构化的问题报告。
- 为其他支持工程师提供非正式的指导和技术建议，帮助团队应对复杂问题，并持续改进我们的调查、沟通和解决问题的方式。
- 与产品和工程团队紧密合作，发现模式并推动产品改进。
- 编写和优化文档、指南和自助资源，以减少重复性问题。
- 为支持团队的基础设施、工具和流程改进做出贡献。
- 参与社区支持轮班，并树立清晰和同理心的高标准。
关于你：
- 位于欧洲远程办公
- 4年以上开发者支持或工程岗位的实际经验
- 在调试复杂的 JavaScript/TypeScript 和现代 Web 应用程序（如 Next.js）方面有丰富经验
- 在独立负责从诊断到解决的复杂问题方面有成功经验
- 能够通过深思熟虑的协作、清晰的沟通和非正式的指导来提升周围的人
- 在压力下保持清晰和冷静
查看英文原文
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.
We’re looking for an empathic senior support engineer who thrives on solving complex technical challenges and helping customers succeed with Sanity at scale.
As a senior member of the team, you will independently own high-impact issues, guide enterprise customers through complex implementations, and improve the systems, workflows, and documentation that power our support organization.
This is not a reactive ticket-queue role. It requires strong technical judgment, calm communication under pressure, and the ability to turn recurring customer friction into lasting improvements.
WHAT YOU WOULD DO:
- Independently own and resolve complex technical issues for enterprise customers.
- Lead investigations into ambiguous or high-severity issues and liaise during incidents, maintaining clear communication throughout.
- Produce high-quality minimal reproductions, reusable code snippets, and structured issue reports.
- Provide informal mentorship and technical guidance to other Support Engineers, helping the team navigate complex issues and continuously improve how we investigate, communicate, and resolve problems.
- Collaborate closely with Product and Engineering to surface patterns and influence product improvements.
- Author and improve documentation, guides, and self-serve resources to reduce recurring issues.
- Contribute to infrastructure, tooling, and workflow improvements within the Support organization.
- Participate in community support rotation and model high standards of clarity and empathy.
ABOUT YOU:
- Remote in Europe
- 4+ years of hands-on experience in developer support or engineering roles.
- Strong experience debugging complex JavaScript/TypeScript and modern web applications (e.g., Next.js).
- Demonstrated success in independently owning complex issues from diagnosis to resolution.
- Ability to elevate those around you through thoughtful collaboration, clear communication, and informal mentorship.
- Comfortable operating under pressure while maintaining clarity and empathy.
- Strong debugging instincts and ability to reason across frontend, APIs, and infrastructure layers.
- Bias toward improving systems, documentation, and processes rather than just resolving individual support requests.
- Curious, proactive, and energized by solving ambiguous problems.
Not sure you’re exactly what we’re looking for in this role? Apply anyway!
WHAT WE CAN OFFER:
- 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 salary and stock options program
WHO WE ARE:
Sanity.io http://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 200+ 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! https://www.sanity.io/blog/our-sanity-values
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, citizenship, marital status, disability, or gender identity.