At a Glance
- Tasks: Lead a high-performing Support Engineering team and enhance customer support systems.
- Company: Join Sanity.io, a pioneer in AI-powered Content Operations.
- Benefits: Enjoy competitive salary, stock options, and comprehensive health plans.
- Other info: Flexible work culture that promotes personal and professional growth.
- Why this job: Make a real impact in a fast-growing tech environment with global reach.
- Qualifications: 5+ years in technical support, strong leadership, and JavaScript skills required.
The predicted salary is between 80000 - 100000 £ per year.
At 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 updates.
- Data-informed decision maker who uses metrics to guide improvements.
- Energized by ambiguity and growth environments, with a bias toward ownership and action.
- Passion for helping others be successful and fulfil their potential.
- Self-starter who takes initiative and is energized when there is no obvious solution.
What we can offer:
- 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
Who we are:
Sanity.io is a modern, flexible content operating system that replaces rigid legacy content management systems. One of our big differentiators is treating content as data so that it can be stored in a single source of truth, but seamlessly adapted and personalized for any channel without extra effort. Forward-thinking companies choose Sanity because they can create tailored content authoring experiences, customized workflows, and content models that reflect their business.
Sanity recently raised a $85m Series C led by GP Bullhound and is also backed by leading investors like ICONIQ Growth, Threshold Ventures, Heavybit and Shopify, as well as founders of companies like Vercel, WPEngine, Twitter, Mux, Netlify and Heroku. This funding round has put Sanity in a strong position for accelerated growth in the coming years.
Sanity.io pledges to be an organization that reflects the globally diverse audience that our product serves. We believe that in addition to hiring the best talent, a diversity of perspectives, ideas, and cultures leads to the creation of better products and services. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or gender identity.
Senior Manager, Support Engineering (EU) in London employer: Sanity
Sanity.io is an exceptional employer, offering a positive and flexible work environment that prioritises professional growth and personal well-being. As a Senior Manager in Support Engineering based in London, you will lead a high-performing team within a diverse and innovative culture, while enjoying competitive benefits including comprehensive health plans and stock options. With a commitment to diversity and a focus on employee development, Sanity.io empowers its staff to thrive in a dynamic and rapidly growing industry.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Manager, Support Engineering (EU) in London
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Sanity.io on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by diving deep into Sanity.io's products and values. Show us that you understand our mission and how your experience aligns with what we do. It’s all about making that connection!
✨Tip Number 3
Practice your problem-solving skills! Since this role involves high-pressure situations, be ready to demonstrate how you handle escalations and technical challenges. We want to see your calm under pressure!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team at Sanity.io.
We think you need these skills to ace Senior Manager, Support Engineering (EU) in London
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for the role and our mission shine through. We want to see how excited you are about leading a high-performing team and making a real impact in the world of AI-powered content operations.
Tailor Your Experience:Make sure to highlight your relevant experience in technical support and team leadership. We’re looking for someone who can thrive in high-pressure situations, so share specific examples that demonstrate your ability to manage escalations and improve support systems.
Be Clear and Concise:Keep your application straightforward and to the point. Use clear language to explain your skills and experiences, especially when discussing technical aspects. We appreciate a well-structured application that’s easy to read and understand.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our awesome team at Sanity.io!
How to prepare for a job interview at Sanity
✨Know Your Tech Inside Out
Make sure you brush up on your technical skills, especially in JavaScript/TypeScript and modern web frameworks like Next.js. Be ready to discuss how you've used these technologies in previous roles, particularly in high-SLA environments.
✨Showcase Your Leadership Style
Prepare examples that highlight your experience in leading technical teams. Discuss how you've coached team members, fostered psychological safety, and improved operational health. This will demonstrate your ability to lead a high-performing Support Engineering team.
✨Be Ready for High-Pressure Scenarios
Think of instances where you've successfully managed high-severity incidents. Be prepared to explain your approach to calm escalation leadership and how you coordinated across teams while keeping customers informed.
✨Emphasise Data-Driven Decision Making
Come equipped with examples of how you've used metrics to guide improvements in support systems. Highlight your experience in evolving support operating models and how data has shaped your decision-making process.
