支持工程总监
Director, Support Engineering
我们正在寻找一位经验丰富的工程负责人，负责管理并发展Sanity的客服工程职能。这是一个技术深度与客户至上的交汇点，具有重要影响力。你将领导一个团队，帮助开发者和企业客户充分发挥Sanity平台的潜力，同时将关键洞察反馈给产品和工程团队。
在Sanity.io http://Sanity.io，我们正在构建AI驱动的内容运营的未来。我们的AI内容操作系统让团队能够以符合业务运作的方式建模、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。
在这个支持工程总监职位中，你将从人员、流程到工具和指标，全面负责整个支持工程职能。你将领导一个全球分布的支持工程职能，包括支持工程经理及其团队，他们每天与世界上最技术和要求最高的开发者团队合作。你有在以开发者为核心的SaaS公司中成功扩展支持组织的记录，具备扎实的技术基础，并有建立以客户同理心和工程卓越为核心团队文化的领导直觉。
你将负责的工作：
领导日常支持工程运营
- 全面负责支持工程职能，包括队列管理、优先级排序、SLA遵守情况以及跨时区的升级路径。
- 与工程、解决方案架构和客户成功团队紧密合作，推动复杂技术升级的解决——尤其是对企业客户的处理。
- 密切关注单个工单和模式，作为知识中介来解除团队障碍，保持规模化下的质量。
构建和演进支持基础设施
- 定义并负责支持职能所依赖的工具、工作流程、操作手册和内部知识库（Atlas）。
- 通过支持信号识别系统性问题，并将其转化为可操作的产品反馈——在产品和工程讨论中代表开发者发声。
- 设定并跟踪关键指标：客户满意度（CSAT）、首次响应时间、平均修复时间（MTTR）、升级率和拦截率，并持续改进它们。
招聘和指导
查看英文原文
We're looking for an experienced 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'll lead the team that helps developers and enterprise customers unlock the full power of Sanity's platform, while feeding critical 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.
In this Director of Support Engineering role, you'll own the entire support engineering function end-to-end — from the people and processes to the tooling and metrics. You'll 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 or 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
- Outstanding communication skills, both written and verbal, with the ability to translate complex technical issues for diverse audiences
- Data-driven approach to team performance: you use metrics to identify trends, set priorities, and drive measurable improvement
- Structured and organized, with strong attention to detail and the ability to manage competing priorities across a globally distributed team
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 stock options program and location-based salary
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 http://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, marital status, disability, or gender identity.