Full Job Description
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 on the West Coast (PDT) in North America
- 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
