Technical Support Engineer (4pm-12am PST)

at Sentry

USD 100,000-120,000 per year

MIDDLE

✅ Hybrid

Tech Stack
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.

AI @ 3 API @ 6 Agentic Systems @ 3 CI/CD Communication @ 8 Debugging Distributed Systems @ 6 GitHub @ 3 Java @ 6 JavaScript @ 6 LLM @ 2 Microservices @ 6 Observability Python @ 6 RAG @ 2 React Ruby @ 6 Sentry Software Development @ 5

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. 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; with the shift being Sunday through Thursday 4PM-12AM PST.

We are architecting the Technical Support engine. We’re looking for an experienced engineer to help 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 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 users across GitHub, Discord, and internal systems, while acting as the Technical Lead for Agentic Ops. You ensure that when a developer asks a complex question, systems have the right context and a seamless “Human-in-the-Loop” path when deep, nuanced expertise is required.

In this role you will

Master the Sentry Ecosystem & Support Elite Developers

Deep-Dive Debugging: Perform root-cause analysis on complex issues and distributed tracing gaps across polyglot environments.
Support the Great Minds: Act as a strategic consultant for senior engineers at largest enterprise customers, solving high-stakes architectural challenges that push boundaries of observability.
Troubleshoot SDK Implementations: Go deep into the source code of Sentry’s SDKs to help developers instrument complex frameworks and custom environments.
Engineering Feedback Loop: Serve as the bridge between the world’s best developers and product teams, using data from your systems to prioritize high-impact platform fixes.

Engineer Agentic Operations (The Scaling Engine)

Deterministic Support Paths: Engineer the logic that powers support agents, moving beyond probabilistic guesses to high-fidelity autonomous resolutions.
Knowledge Engineering: Build the right context into systems so they can resolve issues consistently and indefinitely.
Agentic Tooling Development: Use MCP (Model Context Protocol) and Sentry’s internal APIs to build “skills” for agents, allowing them to perform complex lookups or state-checks autonomously.
The Seer Philosophy: Apply the same philosophy to the support lifecycle—moving from a “Help Desk” to an “Autonomous Resolution Engine.”

You’ll love this job if

You love eliminating non-scalable effort: you enjoy automating repetitive work and building systems that save time and effort.
You’re a full-stack troubleshooter: you enjoy jumping from a React frontend issue to a Python backend trace to a CI/CD pipeline failure in a single afternoon.
You value evidence-based support: you prefer data trends over anecdotal evidence to decide where to build automation next.
You’re a developer advocate: you want to guide the industry on how elite engineers and AI co-exist in a high-density technical ecosystem.
You believe great documentation is as valuable as great code.
You’re excited about using AI to improve customer experiences; not replace human expertise.

Qualifications

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 succeeds vs. where it requires human intervention.
Exceptional communication: Ability to explain complex architectural concepts to a human and write precise “system instructions” for an AI.

Bonus qualifications

Open source contributor: Active presence on GitHub or experience maintaining open-source libraries.
Former software developer: Spent time in the trenches as a full-time dev.