Director, Support Engineering

Responsibilities

• Lead daily support engineering operations
• Own the end-to-end support engineering function, including queue management, triage, SLA adherence, and escalation paths across time zones.
• Partner closely with Engineering, Solution Architecture, and Customer Success to drive resolution on complex technical escalations — especially for enterprise customers.
• Build and evolve support infrastructure
• Identify systemic issues through support signals and translate them into actionable product feedback — acting as the voice of the developer in Product and Engineering discussions.
• Set and track the metrics that matter: CSAT, first response time, MTTR, escalation rate, and deflection — and continuously improve them.
• Build a culture of technical curiosity, customer empathy, and continuous learning.
• Collaborate cross-functionally and shape support strategy
• Partner with leadership to set the long-term support strategy aligned to Sanity's growth trajectory and enterprise customer base.

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