Sanity.io

Associate Support Engineer

Sanity.io

full-time

Posted on:

Location Type: Remote

Location: Anywhere in Europe

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About the role

  • Own billing and account support
  • Independently manage account and billing-related tickets from intake to resolution
  • Investigate usage questions, subscription changes, invoice discrepancies, and arrears scenarios, collaborating with Billing Engineering and Finance as necessary
  • Handle billing escalations tactfully and empathetically, especially in high-sensitivity or high-impact cases
  • Support arrears and account recovery workflows with clarity and professionalism
  • Coordinate customer event readiness
  • Manage intake for customer launches, campaigns, load testing, and anticipated traffic spikes
  • Partner with infrastructure and backend teams to ensure visibility and preparedness
  • Capture and improve knowledge
  • Own knowledge capture and documentation for the billing and account domain
  • Identify recurring friction and improve templates, workflows, and internal processes
  • Contribute to improving how billing-related support is structured and prioritized
  • Contribute to AI and automation initiatives
  • Collaborate on AI-driven automation efforts to improve ticket deflection and troubleshooting efficiency
  • Help augment knowledge sources used by AI systems, ensuring accuracy and clarity
  • Provide domain expertise in billing/account workflows to improve automated support responses
  • Support broader Support Engineering efforts
  • Participate regularly in Discord community support, contributing to hands-on request handling but also broader signal and trend analysis
  • Collaborate with Support Engineers on cross-domain issues
  • Gradually ramp into broader technical debugging work over time

Requirements

  • Based in Europe
  • 2+ years of experience in technical support, operations, or engineering-adjacent roles
  • Hands-on programming experience (JavaScript or similar) and comfort reading code
  • Strong written communication skills and ability to explain complex billing concepts clearly
  • Detail-oriented and process-driven, without being rigid
  • Comfortable working across teams (e.g. Engineering, Finance, Sales, Security, Privacy)
  • Experience with billing platforms such as Stripe, Orb, or similar systems is a plus
  • Familiarity with SaaS subscription models, usage-based billing, or arrears workflows is a plus
  • Curious about AI-driven tooling and interested in contributing to support automation
  • Motivated to grow into broader Support Engineering responsibilities over time
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
JavaScripttechnical supportoperationsbilling workflowsautomationtroubleshootingprocess improvementdocumentationdata analysisdebugging
Soft Skills
communicationdetail-orientedprocess-drivencollaborationempathycuriosityproblem-solvingcustomer serviceadaptabilityteamwork