Senior Technical Support Engineer

Details

About Sentry

Software runs the world and the pace is faster than ever. Sentry helps developers fix errors and performance issues before users notice, so teams can spend less time firefighting and more time building.

Trusted by 200,000+ organizations, Sentry is today's application monitoring standard, and the team is building its AI-native future.

About the Role

Support at Sentry is an engineering discipline. Customers include developers at elite enterprises building the future of software, and they deserve answers that go deeper than a knowledge base link.

Sentry is looking for an APAC Technical Support Engineer based in Australia to join the global Support Engineering team. The role is designed to overlap with the San Francisco headquarters and follows a Monday-through-Friday, 9:00 AM–5:00 PM AEST schedule.

The role will help redefine technical support by combining deep human expertise with autonomous agentic systems. The successful candidate will debug both code and systems, treat support volume as a data signal for building automated resolution paths, and ensure human engineers focus on the most complex, high-impact architectural problems.

Support Engineers act as orchestrators, engaging with users across GitHub, Discord, and internal systems while serving as the Technical Lead for Agentic Operations. They ensure that complex developer questions receive the right context and have a seamless human-in-the-loop path when deep expertise is required.

Responsibilities

Master the Sentry Ecosystem and Support Elite Developers

• Perform root-cause analysis on complex issues and distributed tracing gaps across polyglot environments.
• Act as a strategic consultant for senior engineers at large enterprise customers, solving high-stakes architectural challenges related to observability.
• Investigate Sentry SDK source code to help developers instrument complex frameworks and custom environments.
• Bridge the gap between developers and product teams, using system data to prioritize high-impact platform fixes.

Engineer Agentic Operations

• Engineer deterministic, high-fidelity support paths that enable autonomous resolutions.
• Build knowledge and context into support systems so they can resolve issues consistently.
• Use MCP (Model Context Protocol) and Sentry's internal APIs to build agent skills for complex lookups and autonomous state checks.
• Apply the philosophy behind Sentry's Seer autonomous production fixes to the support lifecycle, helping evolve support from a help desk into an autonomous resolution engine.

What Makes This Role a Good Fit

• You enjoy automating repetitive work and eliminating non-scalable effort.
• You are a full-stack troubleshooter who can move from a React frontend issue to a Python backend trace or CI/CD pipeline failure.
• You prefer using data trends over anecdotal evidence to determine where to build automation.
• You want to guide the industry on how elite engineers and AI can coexist in a highly technical ecosystem.
• You believe great documentation is as valuable as great code.
• You are excited about using AI to improve customer experiences without replacing human expertise.

Requirements

• 5–8+ years of experience in technical support engineering, systems engineering, or software development, with a track record of solving high-complexity SaaS problems.
• Strong coding foundations and mastery of Python, JavaScript, Java, or Ruby.
• Ability to read SDK source code and identify bugs in production-level repositories.
• Deep understanding of distributed systems, microservices, APIs, and the path from frontend to database.
• Practical familiarity with LLM orchestration, including RAG, context windows, and system prompts.
• Critical judgment regarding where AI succeeds and where human intervention is required.
• Exceptional communication skills, including the ability to explain complex architectural concepts and write precise system instructions for AI.

Bonus Qualifications

• Active presence on GitHub or experience maintaining open-source libraries.
• Previous full-time software development experience.

Equal Opportunity at Sentry

Sentry is committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other legally protected characteristic. This includes reasonable accommodations for employees and candidates with physical or mental disabilities.

Sentry strives to build a diverse team and inclusive culture. Sentry is an open-source company because it believes everyone, everywhere, should have the ability and tools to make great software.

Candidates who need assistance or an accommodation due to a disability may contact [email protected]. Applicant information is handled according to Sentry's Applicant Privacy Policy.