Senior Manager, Support Engineering

Sanity.io

full-time

Posted on: 2/2/2026

Location Type: Remote

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About the role

Plan, coordinate, and run the daily operations of our Support Engineering team in Europe, securing high-quality support in line with our SLA targets.
Coach, develop, and hire for our Support team in Europe.
Partner with Support leadership to handle escalations, conduct operational reviews, and balance our resources.
Develop and mature our support efforts by implementing our target operating model.
Manage and nurture a tight interface with Customer Solutions, Sales, Product, and Engineering, ensuring a continuous data-driven feedback loop.
Work to improve and develop internal processes, standards, and tooling.
Act as a player/coach working closely with our Enterprise customers to resolve technical issues and answer questions.
Troubleshoot bugs, create reusable code snippets, and produce minimal reproducible examples of issues.
Develop standard solutions, author self-serve resources, and improve documentation as needed.
Be the customer’s voice and use people's feedback to help improve our product by liaising with product leadership.
Build and maintain support infrastructure, tooling, and workflows.
Liaise between customers and internal teams during incidents and escalations.
Continuously research best practices and learn existing and upcoming features of Sanity's content platform.

5+ years of industry experience in a technical support or engineering domain with 3+ years of direct front-line management experience (hiring, training, and retaining top talent).
Exceptional communication and operational skills.
Deep knowledge of JavaScript, TypeScript, and front-end frameworks like Next.js.
Versed about existing trends in code development (i.e., frameworks, technology landscape, infrastructure)
Experience debugging complex technical issues with other developers and end-users.
Passion for helping others be successful and fulfil their potential.
Demonstrated capacity to quickly learn new concepts and technologies.
Self-starter who takes initiative and is energized when there is no obvious solution.

Benefits

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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

JavaScriptTypeScriptNext.jsdebuggingcoding standardstechnical supportoperational reviewsprocess improvementdocumentationcustomer solutions

Soft Skills

communicationcoachingteam managementproblem-solvinginitiativecustomer advocacycollaborationleadershiptrainingfeedback utilization