Senior Support Engineer, NORAM

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.
• You'll own issues end-to-end, including a paid on-call rotation for high-severity production incidents.

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