Senior Manager, Support Engineering (EU)

At Sanity.io http://Sanity.io, we’re building the future of AI-powered Content Operations. Our 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 SKIMS, Figma, Riot Games, Anthropic, COMPLEX, Nordstrom, and Morningbrew are using Sanity to power and automate their content operations.

We’re hiring a Senior Manager, Support Engineering to lead and evolve our high-performing Support Engineering team in Europe at a critical moment of growth.

This role goes beyond running daily operations. You will scale systems, develop new capabilities, and ensure our enterprise customers continue experiencing world-class technical support as Sanity grows further.

You’ll combine operational rigor with strong technical credibility and people leadership. You’ll coach and grow a high-performing team, improve how we prioritize and resolve issues, and build tight feedback loops with Product and Engineering so customer insights meaningfully shape our platform.

The right person thrives in ambiguity, leads calmly through high-pressure incidents, and builds systems that make everyone around them more effective.


WHAT YOU WOULD DO:

- 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 our data-driven support operating model 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 our high quality standards and proximity to customers.



ABOUT YOU:

- 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 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 up