Associate Support Engineer - Remote Position at Sanity

About the Role

We're hiring an Associate Support Engineer to join our team at Sanity, where you will play a crucial role in enhancing customer experience through effective account and billing support. This Associate Support Engineer remote position allows you to work from anywhere in Europe, contributing to our mission of building an AI-powered Content Operating System.

What You'll Do

• Own and resolve billing and account-related support tickets end-to-end, including subscription changes, payment issues, invoicing questions, and plan upgrades/downgrades.
• Collaborate closely with Billing Engineering and Finance teams to investigate and resolve complex billing issues.
• Handle sensitive billing escalations with clarity, empathy, and professionalism.
• Contribute to AI-driven automation and documentation improvements to scale billing support.
• Identify patterns in billing issues and advocate for product and process improvements.
• Build and maintain internal knowledge base articles related to billing and account management.
• Support broader customer solutions initiatives as needed.

Requirements

• Experience in a customer-facing support or operations role, ideally in a SaaS environment.
• Strong attention to detail and ability to work with billing systems and financial data.
• Excellent written communication skills with a customer-first mindset.
• Comfort working with technical teams and translating complex billing concepts for customers.
• Experience with support tooling (e.g., Zendesk, Intercom) and CRM systems.
• A proactive approach to identifying process improvements and scaling support operations.
• Interest in AI-driven support workflows and automation.

Nice to Have

• Familiarity with AI technologies and their application in customer support.
• Experience in creating documentation and knowledge base articles.
• Ability to work in a fast-paced, dynamic environment.

What We Offer

• Competitive salary in the range of $60,000 to $80,000 per year.
• Fully remote work environment with flexible hours.
• Opportunities for professional growth and development.
• Access to cutting-edge AI technologies.
• Collaborative and inclusive company culture.
• Health and wellness benefits.
• Support for continuous learning and skill development.