Job Overview
Location
London, UK
Job Type
Full-time
Category
Operations
Date Posted
April 7, 2026
Full Job Description
đź“‹ Description
- • Lead and develop a high-performing Support Engineering team in Europe, setting clear expectations, coaching for growth, and fostering psychological safety.
- • Own SLA adherence and operational health, ensuring predictable, high-quality support for enterprise customers.
- • Evolve and implement data-driven support operating models to scale with company growth.
- • Act as a calm escalation leader during high-severity incidents, coordinating across teams and communicating clearly with customers.
- • Build strong feedback loops with Product and Engineering, translating customer issues into structured, actionable insights.
- • Improve support infrastructure, tooling, workflows, and documentation to reduce repeat issues and increase team efficiency.
- • Partner closely with Customer Solutions and Sales to support enterprise accounts and complex customer initiatives.
- • Operate as a player/coach, diving into complex technical issues to unblock customers and model quality.
- • Use AI and automation to increase internal leverage and execution velocity while maintaining high quality standards and proximity to customers.
🎯 Requirements
- • 5+ years in technical support or engineering environments, with 3+ years leading frontline technical teams.
- • Experience operating in enterprise or high-SLA environments.
- • Strong technical foundation in JavaScript/TypeScript and modern web frameworks like Next.js.
- • Proven ability to improve support systems, not just manage ticket volume.
- • Comfortable leading high-pressure escalations with clarity and composure.
- • Skilled communicator who can translate technical complexity into clear customer and executive updates.
- • Data-informed decision maker who uses metrics to guide improvements.
🏖️ Benefits
- • 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.
Skills & Technologies
About Sanity, Inc
Sanity, Inc. offers a headless content platform that treats content as structured data, enabling teams to author, manage, and deliver content via APIs to any digital channel. The product includes an open-source editing environment (Sanity Studio), a hosted Content Lake for real-time storage and delivery, media asset management, and developer tools for custom schemas, integrations, and automation. Sanity targets product, engineering, and editorial teams that need flexible content models, collaborative editing, and programmatic publishing across web, mobile, and app experiences. The company provides enterprise features for security, performance, and governance and integrates with common developer frameworks and services.
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