Senior Technical Support Engineer

at Sentry
📍 San Francisco, United States
USD 105,000-130,000 per year
SENIOR
✅ Hybrid

SCRAPED

Used Tools & Technologies

Not specified

Required Skills & Competences ?

Software Development @ 7 Ruby @ 4 Python @ 4 Java @ 4 GitHub @ 4 CI/CD @ 7 Communication @ 4 JavaScript @ 4 PHP @ 4 Performance Monitoring @ 4 Microservices @ 7 Debugging @ 7 API @ 7 Customer Support @ 7 Sentry @ 4

Details

Sentry is on a mission to help developers write better software faster by building performance and error monitoring tools used by companies like Disney, Microsoft, and Atlassian. Sentry embraces a hybrid work model (Mondays, Tuesdays, and Thursdays are in-office anchor days) and is looking for a technically strong support engineer with a coding background to help customers — primarily software developers — use Sentry effectively.

Responsibilities

  • Become a Sentry product expert and help customers use Sentry and its SDKs effectively.
  • Answer inbound support requests via chat, email, and video calls during business hours.
  • Contribute to community and social support channels (e.g., GitHub, Discord) and manage/curate customer feedback in open source repositories.
  • Triage, reproduce, report product bugs, and monitor/escalate issues to engineering.
  • Participate in on-call rotation for after-hours, holiday, and weekend support coverage.
  • Write and maintain knowledge base articles, internal guides, and demos to streamline the support experience.
  • Drive team goals and initiatives to reduce response times and scale support operations.

Requirements

  • 8+ years of experience in technical customer support or similar roles in software/SaaS with responsibility for troubleshooting, product guidance, and customer success.
  • Coding experience and comfort with dynamic languages; experience with Python and/or JavaScript is expected. Exposure to other languages (e.g., Ruby, PHP) and strongly typed/compiled languages (e.g., Java, C#, C++) is a plus.
  • Strong understanding of modern software development practices and tools, including CI/CD, APIs, microservices, front-end vs back-end development, observability, debugging, and performance monitoring.
  • Demonstrated coding experience through internships, personal projects (GitHub), or coding competitions.
  • Excellent written and oral communication skills and the ability to create clear documentation and guides.
  • Comfortable engaging with developer communities on GitHub and Discord.
  • Willingness to participate in an on-call rotation and provide real-time support during business hours.

Bonus Qualifications

  • Open source contributions.
  • Prior experience working as a software developer.

Compensation & Benefits

  • The base salary range that Sentry reasonably expects to pay for this position is $105,000 to $130,000. Actual pay will be determined by work location, experience, skills, and other relevant factors.
  • 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 Sentry Benefits for more details.

Additional Notes

  • Sentry is committed to equal opportunity and providing reasonable accommodations for candidates with disabilities. If assistance is required, contact [email protected].