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