Technical Support Manager, Sentry

• You are a "Tinkerer-in-Chief": You love leadership, but you miss the thrill of fixing a broken build or finding a needle-in-a-haystack bug
• You lead by doing: You believe the best way to earn a team's respect is to be the person they turn to when they are technically stuck
• You are obsessed with "The Why": You don't just want your team to close tickets; you want them to understand the underlying architecture of why the error happened
• You thrive in the deep end: You are comfortable reading stack traces in languages you might not write fluently, and you can explain complex technical concepts to both junior devs and CTOs
• 8+ years of total experience in technical support, software engineering, or sales engineering
• 2+ years of people management or team lead experience, with a track record of hiring and mentoring technical talent
• Deep Technical Proficiency: You must be able to read and debug code. Experience with Python, JavaScript, or other languages is required. You should be comfortable opening a browser console or a terminal to reproduce an issue
• Modern Stack Knowledge: Strong understanding of the modern dev landscape (CI/CD, APIs, Microservices, Frontend vs. Backend, Observability)
• Hands-On Philosophy: A willingness to roll up your sleeves and work tickets. If you are looking to move away from technical work entirely, this is not the role for you

Desirable

• At Sentry, our customers are software developers
• Solving their problems is complex, technical, and requires deep code literacy
• We don't believe in "managers who don't know the product." We are looking for a Technical Support Manager who leads from the front lines
• You will lead a team of high-performing Support Engineers, but you won't be managing from an ivory tower
• You will be a "Player-Coach" - spending a significant portion of your week in the queue, handling the most complex technical escalations, debugging code in open-source repos, chatting with engineers at Discord, and acting as the primary Subject Matter Expert (SME) for your team
• You are a former engineer or high-level support architect who loves the technical hunt but is ready to force-multiply that passion by mentoring a team
• You will drive success not just by tracking metrics, but by showing your team how to solve the unsolvable
• Be the Technical SME: Serve as the ultimate escalation point for complex questions regarding Sentry’s SDKs, trace propagation, and more
• Active Queue Participation: Dedicate a portion of your week to answering inbound support requests, keeping your product knowledge sharp and setting the standard for quality
• Triage & Debug: Triage, reproduce, and report complex product bugs. You will be expected to read source code to distinguish between a user error and a true platform bug before escalating to Engineering
• Community Engagement: Engage directly with users in our public channels (Discord, GitHub) to solve problems and represent the Sentry brand technically
• Develop the Team: Conduct code reviews on ticket responses, provide deep technical feedback, and mentor engineers on debugging strategies and software fundamentals
• Drive Performance: Own your team’s core metrics (CSAT, Response Time, Resolution Time) and workload balancing
• Shape the Knowledge Base: Not only write articles yourself but curate the team's output to ensure our internal guides and customer-facing docs are technically accurate and up-to-date
• Incident Command: Participate in the on-call rotation for high-severity issues and act as the Incident Commander for support during critical outages