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 @ 5
Ruby @ 6
Python @ 6
Java @ 6
GitHub @ 3
Distributed Systems @ 6
Communication @ 3
JavaScript @ 6
Microservices @ 6
Debugging @ 3
API @ 3
LLM @ 2
Sentry @ 3
AI @ 3
RAG @ 2
- 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 our team is building its AI-native future.
About the Role
At Sentry, Support is an engineering discipline. Our customers are the greatest technical minds in the world—developers at elite enterprises building the future of software—and they deserve answers that go deeper than a knowledge base link.
We're looking for an APAC Technical Support Engineer based in San Francisco to join our global Support Engineering team. This role is designed to provide APAC coverage to our users; Sunday through Thursday 4PM–12AM PST.
We are architecting the Technical Support engine. We’re looking for an experienced engineer to help us redefine the standard of technical support by combining deep human expertise with autonomous agentic systems. You are a debugger of both code and systems. You will treat support volume as a data signal to build automated resolution paths, ensuring our human engineers only touch the most complex, high-impact architectural puzzles.
Sentry Support Engineers aren't just clearing queues; they are Orchestrators. You will engage with our users across GitHub, Discord, and our internal systems, while acting as the Technical Lead for our Agentic Ops. You ensure that when a developer asks a complex question, our systems have the right context and a seamless "Human-in-the-Loop" path to you when deep, nuanced expertise is required.
Responsibilities
-
Master the Sentry ecosystem and support elite developers:
- Perform deep-dive debugging and 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.
- Troubleshoot SDK implementations by reading and debugging Sentry SDK source code across languages and frameworks.
- Serve as the bridge between customers and product teams, using data to prioritize high-impact platform fixes.
-
Engineer Agentic Operations (the scaling engine):
- Engineer deterministic support paths and the logic that powers support agents for high-fidelity autonomous resolutions.
- Knowledge engineering: build context into systems so they can resolve issues consistently.
- Agentic tooling development: use MCP (Model Context Protocol) and Sentry internal APIs to build "skills" for agents to perform complex lookups or state-checks autonomously.
- Apply the Seer philosophy to the support lifecycle—moving from a "Help Desk" to an "Autonomous Resolution Engine."
Requirements
- 4+ 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-level repositories.
- Systems depth: deep understanding of distributed systems, microservices, APIs, and the "path of a pixel" from frontend to database.
- AI & automation literacy: practical familiarity with LLM orchestration (RAG, context windows, system prompts) and a critical eye for where AI requires human intervention.
- Exceptional communication: ability to explain complex architectural concepts to humans and write precise "system instructions" for AI.
Bonus qualifications
- Open source contributor or active presence on GitHub / experience maintaining open-source libraries.
- Former software developer experience.
Equal Opportunity at Sentry
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.