Head Of Global Technical Support

Details

Sentry is on a mission to help developers write better software faster. With more than $217 million in funding and over 100,000 organizations using its performance and error monitoring tools, Sentry supports companies like Disney, Microsoft, and Atlassian.

Sentry embraces a hybrid work model with set in-office days for collaboration, aiming to build innovative software monitoring tools.

Responsibilities

• Manage and lead Sentry’s global support team including a Technical Support Team in Europe and teams of Technical Support Engineers and Customer Service Representatives in North America.
• Collaborate with leadership to develop and execute vision and strategy for global technical support, leveraging data and AI to improve the customer experience.
• Expand support scope and impact, including increased engagement with sales-led customers, 24x7 support, and social/Discord support.
• Establish, monitor, and report key performance indicators (KPIs) for expert-level support delivery.
• Champion the voice of the customer, providing insights to product and engineering teams based on support interactions.
• Integrate Knowledge-Centered Service (KCS) program with AI.
• Identify resource needs, lead hiring, onboarding, and continuous professional development.
• Act as escalation point for high priority customer issues and incidents.
• Foster a strong culture fostering teamwork and passion for customer delight.

Requirements

• 8+ years of experience in technical support management, with at least 3 years managing managers.
• Coding experience.
• Proven experience building and scaling support organizations for high-growth B2B SaaS.
• Deep understanding of software development lifecycle and tools used by engineering teams.
• Experience with AI-powered support tools and workflows.
• Strong analytical skills and data-driven decision making.
• Excellent communication and interpersonal skills.
• Passion for problem-solving and managing complex customer escalations.
• Experience with ticketing systems such as Zendesk, Salesforce Service Cloud.
• Bachelor’s degree in a technical field or equivalent practical experience.

Benefits

• Participation in Sentry’s employee benefit plans/programs including incentive compensation, equity grants, paid time off, and group health insurance.

Work Model

• Hybrid work environment with in-office anchor days on Mondays, Tuesdays, and Thursdays in San Francisco.

Equal Opportunity

Sentry is committed to equal employment opportunities and providing accommodations as needed to employees and candidates.

For more details see Sentry Careers page.