Director, Support Engineering

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Oversee the complete support engineering function, encompassing queue management, triage, adherence to service level agreements (SLAs), and escalation processes across various time zones.

• Collaborate with Engineering, Solution Architecture, and Customer Success teams to address intricate technical escalations, particularly for enterprise clients.

• Remain engaged with tickets and trends to facilitate team support and uphold quality at scale.

• Define and manage support tools, workflows, runbooks, and the internal knowledge base of Atlas.

• Detect systemic issues through support signals and convert them into feedback for product improvement.

• Establish and monitor customer satisfaction (CSAT), first response time, mean time to resolution (MTTR), escalation rates, and deflection metrics.

• Recruit, retain, mentor, and develop a global support engineering team.

• Establish career progression frameworks and offer continuous feedback and development opportunities.

• Foster a culture of technical curiosity, empathy for customers, and ongoing learning.

• Formulate a long-term support strategy that aligns with Sanity's growth and the needs of enterprise clients.

• Collaborate with Product and Engineering teams during launches and significant releases.

• Represent the Support function in cross-functional planning, discussions on headcount, and high-level customer escalations.

⛳️ Requirements

• Over 7 years of experience in technical support or support engineering.

• A minimum of 3 years in a leadership or management capacity.

• Demonstrated success in building or scaling a support engineering team within a developer-first or API-driven SaaS environment.

• Strong technical background, including the ability to read code, debug API integrations, and understand headless architectures and content delivery infrastructures.

• Exceptional written and verbal communication skills.

• Capability to convey complex technical challenges to varied audiences.

• Data-driven mindset regarding team performance and metrics.

• Well-structured and organized, with a keen attention to detail.

• Ability to manage competing priorities within a globally distributed team.

• Located in North America or Europe.

🏝️ Benefits

• A highly skilled, motivating, and supportive team.

• A positive, flexible, and trust-based work culture.

• Opportunities for long-term personal and professional growth.

• Comprehensive health plans and additional perks.

• A healthy work-life balance that accommodates the needs of individuals and families.

• Competitive stock options program.

• Salary based on location.