Manager, Technical Support

Details

Sentry is building performance and error monitoring tools used by engineering teams to help write better software faster. The company embraces a hybrid work model (Mondays, Tuesdays, and Thursdays as in-office anchor days). This role is a hands-on technical management position: you will lead a team of Support Engineers while spending significant time in the support queue, handling complex technical escalations, debugging code, and acting as the primary subject-matter expert for your team.

Responsibilities

• Lead from the front: act as the Technical SME and primary escalation point for complex questions about Sentry's SDKs, trace propagation, and related topics.
• Active queue participation: dedicate part of your week to answering inbound support requests and maintaining sharp product knowledge.
• Triage & debug: reproduce and report complex product bugs, read source code to distinguish user errors from platform bugs before escalating to Engineering.
• Community engagement: interact directly with users in public channels (Discord, GitHub) to solve problems and represent Sentry technically.
• Manage & mentor: perform code reviews on ticket responses, provide deep technical feedback, and mentor engineers on debugging strategies and software fundamentals.
• Drive performance: own team metrics such as CSAT, response time, and resolution time, and balance workload across the team.
• Shape knowledge base: write and curate internal and customer-facing documentation to ensure technical accuracy.
• Incident command: participate in the on-call rotation for high-severity issues and act as Incident Commander for support during critical outages.

Requirements

• 8+ years of total experience in technical support, software engineering, or sales engineering.
• 2+ years of people management or team lead experience with a track record of hiring and mentoring technical talent.
• Deep technical proficiency: ability to read and debug code. Experience with Python and JavaScript (or other languages) is required. Comfortable using a browser console or terminal to reproduce issues.
• Modern stack knowledge: strong understanding of CI/CD, APIs, microservices, frontend vs. backend distinctions, and observability.
• Hands-on philosophy: willingness to roll up your sleeves and work tickets — this role requires ongoing technical contribution.

Bonus Qualifications

• Previous experience as a Software Engineer or in a DevOps role.
• Active contributions to open source (share your GitHub).
• Experience implementing support tools or workflows (Zendesk, JIRA, Linear).

Compensation & Benefits

• The base salary Sentry reasonably expects to pay for this position is $165,000 CAD. Actual base salary (or hourly wage) will be determined by factors including work location, experience, skills, and knowledge.
• Eligible to participate in Sentry's employee benefit plans/programs applicable to the position, including incentive compensation, equity grants, paid time off, and group health insurance coverage. See https://sentry.io/careers/ for more details.

Equal Opportunity & Accessibility

Sentry is committed to equal employment opportunities and providing reasonable accommodations to candidates and employees with disabilities. If you need assistance or an accommodation, contact [email protected]. See the Applicant Privacy Policy at https://sentry.io/careers/applicantprivacy/ for details on how Sentry handles applicant data.