Client Support Analyst troubleshooting Custom Health software, hardware, and integrations for Canadian clients. Handling escalations, error logs, and technical support by phone and email.
About the role
- Senior Support Engineer resolving complex enterprise issues for Sanity.io’s AI-powered content operating system. Improving support tooling, documentation, and customer implementations.
Responsibilities
- Independently own and resolve complex technical issues for enterprise customers
- Lead investigations into ambiguous or high-severity issues and liaise during incidents
- Produce high-quality minimal reproductions, reusable code snippets, and structured issue reports
- Provide informal mentorship and technical guidance to other Support Engineers
- Collaborate with Product and Engineering to surface patterns and influence product improvements
- Author and improve documentation, guides, and self-serve resources
- Contribute to infrastructure, tooling, and workflow improvements within the Support organization
- Participate in community support rotation and model high standards of clarity and empathy
Requirements
- Remote on the West Coast (PDT) in North America
- 4+ years of hands-on experience in developer support or engineering roles
- Strong experience debugging complex JavaScript/TypeScript and modern web applications, e.g., Next.js
- Demonstrated success independently owning complex issues from diagnosis to resolution
- Ability to provide informal mentorship and technical guidance
- Strong debugging instincts and ability to reason across frontend, APIs, and infrastructure layers
- Bias toward improving systems, documentation, and processes
- Comfortable operating under pressure while maintaining clarity and empathy
- Curious, proactive, and energized by solving ambiguous problems
Benefits
- Positive, flexible, and trust-based work environment that encourages long-term professional and personal growth
- Comprehensive health plans and perks
- Healthy work-life balance that accommodates individual and family needs
- Competitive salary
- Stock options program
- Highly-skilled, inspiring, and supportive team
- Global, multi-culturally diverse group of colleagues and customers
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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