Senior Manager, Support Engineering (EU)

• Lead and evolve Sanity's high-performing Support Engineering team in Europe at a critical moment of company growth. • Go beyond daily operations — scale systems, build new capabilities, and ensure enterprise customers experience world-class technical support. • Combine operational rigour with strong technical credibility and people leadership. • Build tight feedback loops with Product and Engineering so customer insights meaningfully shape the platform. • Fully remote role based in London, UK.

• Based in London, UK. • 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 such as 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. • Self-starter energised by ambiguity and growth environments, with a bias toward ownership and action.

• Familiarity with Sanity.io or headless CMS ecosystems. • Experience using AI and automation to increase team leverage and execution velocity. • Background in building or improving support tooling and workflows at scale.

• Lead and develop the EU Support Engineering team, 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 a data-driven support operating model that scales 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 while maintaining high quality standards and customer proximity.

• Competitive salary and stock options programme. • Comprehensive health plans and perks. • Positive, flexible, and trust-based work environment that encourages long-term personal and professional growth. • Healthy work-life balance that accommodates individual and family needs. • A global, multi-culturally diverse team of colleagues and customers.

Sanity.io is building the future of AI-powered Content Operations. Its AI Content Operating System gives teams the freedom to model, create, and automate content the way their business works — accelerating digital development and supercharging content operations efficiency. Companies like Figma, Anthropic, Riot Games, Nordstrom, and SKIMS use Sanity to power their content operations. Backed by $85m in Series C funding led by GP Bullhound, Sanity is a 200+ person company in a strong position for accelerated growth.