Sanity.io is hiring a
Manager, Support

Summary

The job is for a Support Manager at Sanity.io, a modern content platform company. The role involves leading a team in North America to provide technical support to enterprise customers and the developer community. The ideal candidate has 5+ years of industry experience, exceptional communication skills, deep knowledge of JavaScript, TypeScript, and front-end frameworks.

Requirements

• 5+ years of industry experience in a technical support capacity with 2+ years of direct front line management experience
• Exceptional communication and organizational skills
• Deep knowledge of JavaScript, TypeScript, and front-end frameworks like Next.js
• Versed about existing trends in code development (i.e. frameworks, technology landscape, infrastructure)
• Experience debugging complex technical issues with other developers and end-users
• Passion for helping others be successful and fulfill their potential
• Demonstrated capacity to quickly learn new concepts and technologies
• Self-starter who takes initiative and is energized when there is no obvious solution

Responsibilities

• Lead, develop, and hire to our Support team in North America
• Partner with Support leadership to handle escalations, conduct operational reviews, and balance our resources
• Develop and mature our support efforts by implementing our target operating model
• Manage and nurture a tight interface with Customer Solutions, Product, and Engineering ensuring a continuous data-driven feedback loop
• Work to improve and develop internal processes, standards, and tooling
• Act as a player/coach working closely with our Enterprise customers to resolve technical issues and answer questions
• Troubleshoot bugs, create reusable code snippets, and produce minimal reproducible examples of issues
• Develop standard solutions, author self-serve resources, and improve documentation where needed
• Be the customer’s voice and use people's feedback to help improve our product
• Build and maintain support infrastructure, tooling, and workflows
• Liaise between customers and internal teams during incidents and escalations
• Continuously research best practices and learn existing and upcoming features of Sanity's content platform

Benefits

• A highly skilled, inspiring, and supportive team where long-term personal growth is encouraged and supported
• Positive, flexible, and trust-based work environment
• A very global, multi-culturally diverse group of colleagues and customers
• Remote in North America
• Comprehensive health plans and perks
• A healthy work-life balance that accommodates individual and family needs
• Competitive salary and stock options program