Technical Support Engineer (4PM–12AM PST)

Details

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 more than 200,000 organizations, Sentry is an application monitoring standard and is building its AI-native future.

At Sentry, Support is an engineering discipline. This role joins the global Support Engineering team to provide APAC coverage from San Francisco, working Sunday through Thursday from 4:00 PM to 12:00 AM PST.

The role focuses on redefining technical support by combining deep engineering expertise with autonomous agentic systems. You will debug code and systems, use support volume as a data signal to build automated resolution paths, and handle complex architectural issues that require human expertise.

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 large enterprise customers, solving high-stakes architectural challenges related to observability.
• Troubleshoot Sentry SDK implementations by inspecting source code and helping developers instrument complex frameworks and custom environments.
• Bridge customer feedback and product teams by using system data to prioritize high-impact platform fixes.
• Engage with users through GitHub, Discord, and internal systems.
• Serve as the technical lead for Agentic Operations and ensure complex questions have the necessary context and a seamless human-in-the-loop path to engineering expertise.

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 autonomous state checks.
• Apply the Seer philosophy of autonomous production fixes to the support lifecycle, helping evolve support from a help desk into an autonomous resolution engine.
• Automate repetitive work and build systems that reduce non-scalable effort.
• Use data trends to identify opportunities for support automation.
• Create precise documentation and system instructions for AI systems.

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.
• Critical understanding of 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.
• Interest in automation, evidence-based support, developer advocacy, and high-quality documentation.

Bonus Qualifications

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

Schedule

• Sunday through Thursday, 4:00 PM–12:00 AM PST.
• The schedule is designed to provide APAC coverage.

Benefits

• Offers equity.
• Sentry is committed to equal employment opportunities and provides reasonable accommodations for candidates and employees with disabilities.