Technical Support Engineer, Sentry

• You love eliminating Non-scalable effort: you enjoy automating repetitive work and take pride in 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 looking at 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
• Believe great documentation is as valuable as great code
• Are excited about using AI to improve customer experiences; not replace human expertise
• 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. You are 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 versus where it requires human intervention
• Exceptional Communication: The ability to explain complex architectural concepts to a human and write precise "system instructions" for an AI

Desirable

• 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
• 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 our largest enterprise customers, solving high-stakes architectural challenges that push the 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 our 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 our support agents, moving beyond probabilistic guesses to high-fidelity, autonomous resolutions
• Knowledge Engineering: Build the right context into our 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 our agents, allowing them to perform complex lookups or state-checks autonomously
• The Seer Philosophy: We’ve already proven AI can handle autonomous production fixes with Seer. You will apply that same philosophy to the support lifecycle—moving us from a "Help Desk" to an "Autonomous Resolution Engine."