Senior Manager, Support Engineering

Details

Sentry helps developers fix errors and performance issues before users notice. The Support team treats support as an engineering discipline, helping customers diagnose SDK, application, and production issues.

This is a hands-on leadership role responsible for leading Support Engineering, managing people, setting support strategy, working directly with customers, and contributing to technical tickets when needed. The role also owns how AI is used in support, including support systems, team enablement, agent quality, and automation decisions.

Responsibilities

Lead and Grow the Team

• Manage and coach a team of Technical Support Engineers.
• Set expectations for technical depth, response quality, and ownership, and provide direct feedback.
• Design coverage models across time zones, including on-call and escalation paths.
• Build career paths for Support Engineers pursuing deeper technical work, management, or other teams and practices.

Own Support Outcomes

• Own and report core support metrics, including customer experience, time to resolution, and escalation rate.
• Use support conversations to identify major ticket drivers and address them through product, documentation, internal operations, or SDK improvements.

Run AI-Assisted Support

• Own the roadmap for support agents, including the request types they handle, the context they require, and when they hand off to a person.
• Set quality standards for agent answers and processes for identifying incomplete responses.
• Use data to determine where automation is valuable and where it is not.

Handle Escalations and Partner Across Sentry

• Run the escalation process with Engineering, ensuring bugs reach the appropriate team with reproductions and clear impact, and that customers receive follow-up.
• Lead high-stakes enterprise support issues in partnership with Customer Success, Solutions Engineering, and Sales.
• Bring data-backed insights about customer pain to Product and Engineering.

Requirements

• 8+ years of experience in technical support, support engineering, or software engineering at a SaaS or developer tools company.
• 3+ years managing Technical Support Engineers, including hiring and team development.
• Technical credibility with senior engineers and the ability to read code in several of Python, JavaScript/TypeScript, Java, or Ruby.
• Experience debugging across frontend, backend, and infrastructure.
• Solid understanding of distributed systems, APIs, and how observability tools such as errors, tracing, and logs fit into them.
• Hands-on experience running AI or automation in a support organization, including understanding its failure modes.
• Track record of using support data to drive product and process changes.
• Clear, direct written communication with customers, executives, and engineers.

Bonus Qualifications

• Experience at a developer tools or observability company.
• Former software engineer.
• Experience managing a team across multiple time zones.
• Open source contributor or maintainer.

Compensation and Benefits

• Base salary: $160,000–$180,000 per year.
• Eligible for employee benefit plans, including incentive compensation, equity grants, paid time off, and group health insurance coverage.

Equal Opportunity

Sentry is committed to providing equal employment opportunities regardless of legally protected characteristics and provides reasonable accommodations for employees and candidates with disabilities.