Technical Support Engineer

At Sentry, Support is an engineering discipline. Our customers are the greatest technical minds in the world—developers at elite enterprises building the future of software—and they deserve answers that go deeper than a knowledge base link. We are architecting the Technical Support engine. We’re 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 aren't 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.

Responsibilities

Master the Sentry Ecosystem & Support Elite Developers; Perform root-cause analysis on complex issues and distributed tracing gaps across polyglot environments; 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 by going deep into the source code of Sentry’s SDKs; Serve as the bridge between the world's best developers and our product teams, using data from your systems to prioritize high-impact platform fixes; Engineer Agentic Operations; Engineer deterministic support paths for autonomous resolutions; Build the right context into systems so they can resolve issues consistently and indefinitely; Use MCP and Sentry’s internal APIs to build skills for agents; Apply the Seer philosophy to the support lifecycle, moving from a Help Desk to an Autonomous Resolution Engine

Requirements

4+ years of experience in technical support engineering, systems engineering, or software development, with a track record of solving high-complexity SaaS problems; Mastery of Python, JavaScript, Java, or Ruby. You are comfortable reading SDK source code and identifying bugs in production-level repositories; Deep understanding of distributed systems, microservices, APIs, and the "path of a pixel" from frontend to database; Practical familiarity with LLM orchestration (RAG, context windows, system prompts) and a critical eye for where AI succeeds versus where it requires human intervention; The ability to explain complex architectural concepts to a human and write precise "system instructions" for an AI

Nice to have

Open Source Contributor: An active presence on GitHub or experience maintaining open-source libraries; Former Software Developer: You’ve spent time in the trenches as a full-time dev and know exactly what keeps our customers up at night

Benefits

Incentive compensation; Equity grants; Paid time off; Group health insurance coverage; Sentry employee benefit plans/programs