Used Tools & Technologies
Not specified
Required Skills & Competences
Tag name is followed by "@" symbol and proficiency level value.
About proficiency levels:
- 1-2 — basic awareness. Minimal hands-on experience, and a rudimentary understanding of the technology's purpose;
- 3-6 — daily use. Comfortable and regular usage, capable of handling common tasks and challenges related to the technology;
- 7-9 — you are an expert, you can teach others, you know all the pitfalls and tricks;
- 10 — exceptional knowledge, comprehensive understanding, and adeptness in all aspects of the technology, including advanced problem-solving. Think twice before claiming or demanding such level.
Software Development @ 7
Ruby @ 6
Python @ 6
Java @ 4
GitHub @ 4
CI/CD @ 7
Communication @ 4
Django @ 4
Flask @ 4
JavaScript @ 6
PHP @ 6
React @ 4
Node.js @ 4
Performance Monitoring @ 4
Microservices @ 7
Debugging @ 4
API @ 7
Customer Support @ 4
Sentry @ 4
Observability @ 4
- 1-2 — basic awareness. Minimal hands-on experience, and a rudimentary understanding of the technology's purpose;
- 3-6 — daily use. Comfortable and regular usage, capable of handling common tasks and challenges related to the technology;
- 7-9 — you are an expert, you can teach others, you know all the pitfalls and tricks;
- 10 — exceptional knowledge, comprehensive understanding, and adeptness in all aspects of the technology, including advanced problem-solving. Think twice before claiming or demanding such level.
Details
About Sentry
Bad software is everywhere, and we’re tired of it. 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 that believe we’re on to something, we're building performance and error monitoring tools that help companies like Disney, Microsoft, and Atlassian spend less time fixing bugs and more time building products.
Sentry embraces a hybrid work model across our global hubs, 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 always active on open-source channels such as GitHub and Discord, engaging in real conversations to make Sentry even better than it already is - Sentry Support Engineers are expected to engage with our SaaS users in these channels and the Customer Support Management System to help solve our customer’s problems and guide folks toward optimal usage.
We're looking for someone with a coding background who is passionate about engaging your customers and ensuring they have a great experience. You will be responsible for not only helping customers with their issues, but also writing knowledge base articles and crafting internal guides and demos to streamline our overall support team experience. You will drive success at Sentry by helping us reduce response times, help us scale our support needs, and ultimately make our customers happy.
Responsibilities
- Become a Sentry product expert
- Answer inbound support requests about Sentry's product and usage of our SDKs
- Contribute to our community and social support channels (GitHub, Discord, etc.)
- Triage, reproduce and report product bugs and monitor escalations to engineering
- Manage and curate customer feedback in our open source repositories
- Contribute to team-wide goals and initiatives and 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
- Proficiency with Python and/or JavaScript, plus other dynamic languages (e.g., Ruby, PHP)
- Experience with modern frameworks (e.g., Django, Flask, Node.js, React)
- Exposure to strongly typed or compiled languages (e.g., Java, C#, C++), with understanding of systems-level concepts such as concurrency and memory management
- 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
We are obliged by law to quote the minimum wage of EUR 60,900 gross per year for this position, in accordance with the respective collective agreement (IT-KV). The salary that Sentry offers you is adjusted to the current market situation and our starting point is EUR 63,000 gross per year.
Compensation tier shown: €63K – €70K; position also "Offers Equity" as noted in the posting.
Benefits
A successful candidate will be eligible to participate in Sentry’s employee benefit plans/programs applicable to the candidate’s position (including incentive compensation, equity grants, paid time off, and group health insurance coverage). See Sentry Benefits for more details.
Equal Opportunity & Accessibility
Sentry is committed to providing equal employment opportunities and reasonable accommodations to employees and candidates. If you need assistance or an accommodation due to a disability, you may contact [email protected].
For details on applicant data handling, see Sentry’s Applicant Privacy Policy.