Senior Technical Support Engineer

About Sentry

Software runs the world and the pace is faster than ever. Sentry helps developers fix errors and performance issues before users notice so teams can spend less time firefighting and more time building.

Trusted by 200000 organizations Sentry is todays application monitoring standard and our team is building its AI-native future.

About the Role

At Sentry Support is an engineering discipline. Our customers are the greatest technical minds in the worlddevelopers at elite enterprises building the future of softwareand they deserve answers that go deeper than a knowledge base link.

We are architecting the Technical Support engine. Were looking for a veteran engineer to help us redefine the standard of technical support by combining deep human expertise with autonomous agentic systems. You are a debugger of both code and systems. You will treat support volume as a data signal to build automated resolution paths ensuring our human engineers only touch the most complex high-impact architectural puzzles.

Sentry Support Engineers arent just clearing queues; they are Orchestrators. You will engage with our users across GitHub Discord and our internal systems while acting as the Technical Lead for our Agentic Ops. You ensure that when a developer asks a complex question our systems have the right context and a seamless Human-in-the-Loop path to you when deep nuanced expertise is required.

In this role you will

Master the Sentry Ecosystem & Support Elite Developers

• Deep-Dive Debugging: Perform root-cause analysis on complex issues and distributed tracing gaps across polyglot environments.

• Support the Great Minds: Act as a strategic consultant for senior engineers at our largest enterprise customers solving high-stakes architectural challenges that push the boundaries of observability.

• Troubleshoot SDK Implementations: Go deep into the source code of Sentrys SDKs to help developers instrument complex frameworks and custom environments.

• Engineering Feedback Loop: Serve as the bridge between the worlds best developers and our product teams using data from your systems to prioritize high-impact platform fixes.

Engineer Agentic Operations (The Scaling Engine)

• Deterministic Support Paths: Engineer the logic that powers our support agents moving beyond probabilistic guesses to high-fidelity autonomous resolutions.

• Knowledge Engineering: Build the right context into our systems so they can resolve issues consistently and indefinitely.

• Agentic Tooling Development: Use MCP (Model Context Protocol) and Sentrys internal APIs to build skills for our agents allowing them to perform complex lookups or state-checks autonomously.

• The Seer Philosophy: Weve already proven AI can handle autonomous production fixes with Seer. You will apply that same philosophy to the support lifecyclemoving us from a Help Desk to an Autonomous Resolution Engine.

Youll love this job if

• You love eliminating Non-scalable effort: you enjoy automating repetitive work and take pride in building systems that save time and effort.

• Youre a Full-Stack Troubleshooter: You enjoy jumping from a React frontend issue to a Python backend trace to a CI/CD pipeline failure in a single afternoon

• You Value Evidence-Based Support: You prefer looking at data trends over anecdotal evidence to decide where to build automation next.

• Youre a Developer Advocate: You want to guide the industry on how elite engineers and AI co-exist in a high-density technical ecosystem.

Qualifications

• 58 years of experience in technical support engineering systems engineering or software development with a track record of solving high-complexity SaaS problems.

• Strong Coding Foundations: Mastery of Python JavaScript Java or Ruby. You are comfortable reading SDK source code and identifying bugs in production-level repositories.

• Systems Depth: Deep understanding of distributed systems microservices APIs and the path of a pixel from frontend to database.

• AI & Automation Literacy: Practical familiarity with LLM orchestration (RAG context windows system prompts) and a critical eye for where AI succeeds versus where it requires human intervention.

• Exceptional Communication: The ability to explain complex architectural concepts to a human and write precise system instructions for an AI.

Bonus qualifications

• Open Source Contributor: An active presence on GitHub or experience maintaining open-source libraries.

• Former Software Developer: Youve spent time in the trenches as a full-time dev and know exactly what keeps our customers up at night.

The base salary range (or hourly wage range if applicable) that Sentry reasonably expects to pay for this position is $125000 to $150000. A successful candidates actual base salary (or hourly wage) amount will be determined by a variety of relevant factors including without limitation the candidates work location education work and other relevant experience skills and job-related knowledge. A successful candidate will be eligible to participate in Sentrys employee benefit plans/programs applicable to the candidates position (including incentive compensation equity grants paid time off and group health insurance coverage). See Sentry Benefits for more details about the Companys benefit plans/programs.

Equal Opportunity at Sentry

Sentry is committed to providing equal employment opportunities to its employees and candidates for employment regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender identity veteran status or other legally-protected characteristic. This commitment includes the provision of reasonable accommodations to employees and candidates for employment with physical or mental disabilities who require such accommodations in order to (a) perform the essential functions of their jobs or (b) seek employment with Sentry. We strive to build a diverse team with an inclusive culture where every teammate can thrive. Sentry is an open-source company because we believe that everyone everywhere should have the ability and tools to make great software. Software should be accessible. That starts with making our industry accessible.

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Required Experience:

Senior IC