Associate Support Engineer, Europe

📋 Description

• • Sanity.io is at the forefront of revolutionizing content operations with our cutting-edge AI Content Operating System. We empower businesses to model, create, and automate content with unparalleled flexibility, driving accelerated digital development and significantly enhancing content operations efficiency. Leading global brands such as SKIMS, Figma, Riot Games, Anthropic, COMPLEX, Nordstrom, and Morningbrew rely on Sanity to power and automate their critical content workflows.
• • We are seeking a dedicated and detail-oriented Associate Support Engineer to join our European team, with a primary focus on account and billing support. This pivotal role sits at the dynamic intersection of exceptional customer experience, rigorous operational execution, and a solid technical understanding. You will be instrumental in ensuring our customers have a seamless and transparent experience with their Sanity accounts and billing.
• • As an Associate Support Engineer, you will take full ownership of all billing and account-related support tickets, managing them from initial intake through to complete resolution. This involves meticulous investigation of usage inquiries, subscription modifications, invoice discrepancies, and complex arrears scenarios. You will collaborate closely and effectively with our Billing Engineering and Finance teams to ensure accuracy and timely resolution for our customers.
• • A key aspect of this role involves handling sensitive billing escalations with the utmost clarity, empathy, and professionalism. Your ability to navigate these high-stakes situations will be crucial in maintaining customer trust and satisfaction. You will also play a significant part in shaping the future of our support operations in this domain, actively contributing to the development and implementation of AI-driven automation strategies, enhancing our knowledge base and documentation, and refining workflows to minimize friction for both our valued customers and our internal teams.
• • This position is ideally suited for an individual who excels in structured problem-solving, possesses outstanding communication skills, and thrives in a cross-functional collaborative environment. It offers a unique opportunity to grow and develop your expertise within the broader field of Support Engineering over time, with a clear path for career advancement.
• • **Key Responsibilities include:**
• • **End-to-End Billing and Account Support:** Independently manage and resolve all incoming account and billing-related support tickets. This includes investigating customer inquiries regarding usage patterns, processing subscription changes, addressing invoice discrepancies, and managing arrears scenarios, working in tandem with Billing Engineering and Finance teams as required.
• • **Handling Billing Escalations:** Tactfully and empathetically manage sensitive billing escalations, ensuring a high level of customer care and resolution, particularly in high-impact or complex cases.
• • **Account Recovery Support:** Provide clear, professional, and supportive assistance for arrears and account recovery workflows, maintaining customer relationships throughout the process.
• • **Customer Event Readiness Coordination:** Proactively manage intake for critical customer events such as product launches, marketing campaigns, load testing, and anticipated traffic spikes. This involves close partnership with our infrastructure and backend engineering teams to ensure complete visibility and preparedness, preventing potential disruptions.
• • **Knowledge Capture and Improvement:** Take ownership of knowledge capture and documentation specifically for the billing and account domain. Identify recurring customer pain points and friction areas, and propose and implement improvements to support templates, internal workflows, and overall processes.
• • **Process Enhancement:** Contribute to the continuous improvement of how billing-related support is structured, prioritized, and executed within the team.
• • **AI and Automation Initiatives:** Actively collaborate on AI-driven automation projects aimed at improving ticket deflection rates and enhancing troubleshooting efficiency for the support team.
• • **Augmenting AI Knowledge Sources:** Help to augment and refine the knowledge sources utilized by our AI systems, ensuring the information is accurate, up-to-date, and clearly articulated.
• • **Domain Expertise for Automation:** Provide essential domain expertise in billing and account workflows to enhance the effectiveness and accuracy of automated support responses.
• • **Broader Support Engineering Contributions:** Participate actively in our Discord community support channels, not only by handling direct customer requests but also by contributing to broader signal and trend analysis to identify systemic issues.
• • **Cross-Domain Collaboration:** Work collaboratively with other Support Engineers on complex, cross-domain technical issues that may span beyond billing and accounts.
• • **Professional Development:** Gradually ramp up and gain experience in broader technical debugging and troubleshooting work as your expertise within the team grows.