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 @ 7
Python @ 7
Java @ 7
GitHub @ 4
Distributed Systems @ 7
Communication @ 4
JavaScript @ 7
Microservices @ 7
API @ 4
LLM @ 3
Sentry @ 4
AI @ 4
RAG @ 3
- 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
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.
Role overview
At Sentry, Support is an engineering discipline. Customers are developers at elite enterprises and require answers that go deeper than a knowledge base link. This role is for an APAC Technical Support Engineer based in Australia who will overlap with San Francisco hours (Monday–Friday 9AM–5PM AEST). The role focuses on redefining technical support by combining deep human expertise with autonomous agentic systems. You will act as a debugger of both code and systems and treat support volume as a data signal to build automated resolution paths.
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 on high-stakes architectural challenges.
- Troubleshoot SDK implementations; dig into SDK source code to help developers instrument complex frameworks and custom environments.
- Serve as the bridge between customers and product teams, using data to prioritize platform fixes.
- Engineer agentic operations (scaling engine):
- Design deterministic support paths and the logic that powers support agents for high-fidelity autonomous resolutions.
- Knowledge engineering: build context into systems for consistent, long-lived resolution.
- Develop agentic tooling using MCP (Model Context Protocol) and Sentry internal APIs to create "skills" allowing agents to perform complex lookups or state checks autonomously.
- Apply the Seer philosophy: apply autonomous production-fix principles to the support lifecycle to move from a help desk to an autonomous resolution engine.
- Engage with users across GitHub, Discord, and internal systems and act as Technical Lead for Agentic Ops.
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: mastery of Python, JavaScript, Java, or Ruby; comfortable reading SDK source code and identifying bugs in production repositories.
- Deep understanding of distributed systems, microservices, APIs, and end-to-end paths from frontend to database.
- Practical familiarity with LLM orchestration (RAG, context windows, system prompts) and a critical view of where AI requires human intervention.
- Exceptional communication skills: explain complex architectural concepts to humans and write precise system instructions for AI.
Bonus qualifications
- Open source contributor or active presence on GitHub.
- Former software developer experience.
Equal Opportunity
Sentry is committed to providing equal employment opportunities and reasonable accommodations for candidates with disabilities. For accommodation requests, contact [email protected]. More details on applicant data handling are available in Sentry's Applicant Privacy Policy.