Senior Technical Support Engineer

Details

About Sentry

Bad software is everywhere, and Sentry is on a mission to help developers write better software faster so we can get back to enjoying technology. With more than $217 million in funding and 100,000+ organizations using Sentry, the company builds performance and error monitoring tools that help teams spend less time fixing bugs and more time building products.

Sentry embraces a hybrid work model, with Mondays, Tuesdays, and Thursdays set as in-office anchor days to encourage meaningful collaboration.

About the role

At Sentry, our customers are software developers — solving their problems is often complex and challenging, and requires both a technical background and a solid knowledge of our product. Sentry’s engineers and product managers are active on open-source channels such as GitHub and Discord; Support Engineers are expected to engage with SaaS users in these channels and the Customer Support Management System to help solve customer problems and guide users toward optimal usage.

We're looking for someone with a coding background who is passionate about engaging customers and ensuring they have a great experience. You will be responsible for helping customers with their issues, writing knowledge base articles, and crafting internal guides and demos to streamline the overall support team experience. You will drive success by reducing response times, helping scale support needs, and making customers happy.

Responsibilities

• Become a Sentry product expert
• Answer inbound support requests about Sentry's product and usage of our SDKs
• Contribute to community and social support channels (e.g., GitHub, Discord)
• Triage, reproduce, and report product bugs; monitor and escalate to engineering as needed
• Manage and curate customer feedback in open source repositories
• Contribute to team-wide goals and initiatives; support knowledge base documentation, internal guides, and demos
• Provide real-time support to customers via chat, email, and video calls during business hours
• Participate in on-call rotation for after-hours, holiday, and weekend support coverage

Requirements

• 8+ years of experience in technical customer support or similar roles in software/SaaS, with direct responsibility for troubleshooting, product guidance, and ensuring customer success
• Experience with Python and/or JavaScript, or other dynamic programming languages (e.g., Ruby, PHP). Exposure to strongly typed or compiled languages (e.g., Java, C#, C++) is a plus
• Strong understanding of modern software development practices and tools (e.g., CI/CD, APIs, microservices, front-end vs. back-end development, observability, debugging, performance monitoring)
• Demonstrated coding experience through internships, personal projects (GitHub), or coding competitions
• Excellent written and oral communication skills

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. A successful candidate’s actual base salary will be determined by factors including work location, education, experience, skills, and job-related knowledge. A successful candidate will be 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.

Equal Opportunity & Accommodations

Sentry is committed to equal employment opportunities for all candidates and employees regardless of legally-protected characteristics. This includes providing reasonable accommodations to applicants and employees with disabilities. If you need assistance or an accommodation due to a disability, contact [email protected].

Additional notes

• Role involves interaction in open-source channels (GitHub, Discord) and community engagement.
• Role requires participation in on-call rotation and real-time customer support channels (chat, email, video calls).