Technical Support Engineer

Details

Sentry helps developers fix errors and performance issues before users notice. Trusted by more than 200,000 organizations, Sentry is building an AI-native application monitoring platform.

At Sentry, Support is an engineering discipline. The Technical Support Engineer will help redefine technical support by combining deep technical expertise with autonomous agentic systems. This role involves debugging code and systems, using support volume as a data signal to build automated resolution paths, and serving as the technical lead for Agentic Operations.

Responsibilities

Support Developers and Solve Complex Technical Issues

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

Engineer Agentic Operations

• Engineer deterministic support paths that enable high-fidelity, 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 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.

Requirements

• 4+ years of experience in technical support engineering, systems engineering, or software development, with a track record of solving complex 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 retrieval-augmented generation (RAG), context windows, and system prompts.
• Ability to assess 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.
• Ability to troubleshoot across React frontends, Python backends, and CI/CD pipelines.
• Preference for evidence-based support and using data trends to identify automation opportunities.

Bonus Qualifications

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

Benefits

• Employee benefit plans and programs applicable to the position.
• Incentive compensation.
• Equity grants.
• Paid time off.
• Group health insurance coverage.

Sentry is an equal opportunity employer committed to providing reasonable accommodations and fostering an inclusive culture.