Senior Support Engineer, Sentry
Codecov
$90-110k
+ Equity + Incentive compensation
Error tracking and app monitoring software
Be an early applicant
Error tracking and app monitoring software
201-500 employees
Be an early applicant
$90-110k
+ Equity + Incentive compensation
201-500 employees
Company mission
To empower developer teams to build their best possible software, more quickly and easily.
Role
Who you are
- We're looking for someone with a coding background who is passionate about engaging your customers and ensuring they have a great experience
- Believe that things should "just work" (and you're a natural tinkerer who wants to make that happen for our customers!)
- Are driven by the joy customers get from using your products
- Have passion for developer tools or open source
- Are Results-driven and self-motivated: no one needs to push you to excel; it’s just who you are
- Eager to learn, adapt and grow your understanding of software engineering fundamentals; you seek apply your knowledge by helping those around you
- Are comfortable in a fast-paced environment that requires strong time-management skills and collaboration with our technical and business teams
- 5+ prior experience in Customer Support or equivalent history of roles responsible for customer happiness
- Experience with Python and/or Javascript, or similar dynamic programming languages (e.g. Ruby, PHP, etc), writing or shipping software as part of internships, personal projects (Github), or coding competitions
- Strong understanding of modern software development practices and tools (e.g. CI/CD, API’s, microservices, front-end vs. back-end development, observability, debugging, performance monitoring)
- Experience writing code and/or debugging code as well as a love of developer tooling and the software development life cycle
- Excellent written and oral communication skills
- In San Francisco or willing to relocate
- Bonus: Open Source contributions
- Bonus: Is fluent in Japanese or Korean
What the job involves
- At Sentry, our customers are software developers - solving their problems is often complex and challenging, and may demand both a technical background and a solid knowledge of our product
- Sentry’s engineers and product managers are always active on open-source channels such as GitHub and Discord, engaging in real conversations to make Sentry even better than it already is - Sentry Support Engineers are expected to be able engage with our SaaS users in these channels and Zendesk to help solve our customer’s problems and guide folks toward optimal usage
- You will be responsible for not only helping customers with their issues, but also writing knowledge base articles and crafting internal guides and demos to streamline our overall support team experience
- You will drive success at Sentry by helping us reduce response times, help us scale our support needs, and ultimately make our customers happy
- Become a Sentry product expert
- Answer inbound Support requests about Sentry's product and usage of our SDK's
- Triage, reproduce and and report product bugs as well monitor as escalations to engineering
- Manage and curate customer feedback in our open source repos
- Contribute to team wide goals and initiatives and support knowledge base documentation internal guides and demos
- Providing real-time support to customer via chat, email, and video calls during the 4pm - 12am pst shift for our customers in the APAC region
- Will onboard in the SFO office for your first 90 days, from 9am to 5pm pst
Our take
Defective software leads to dissatisfied users, disruptions and potential financial losses for companies. Sentry has created application monitoring and error tracking software to help developers fix errors faster, easier and more cost effectively.
More than 1 million developers and 70,000 organizations worldwide, including the likes of Microsoft, Disney, Atlassian, Cloudflare and Slack have used Sentry to monitor their code health. The company is well positioned for significant growth. There is an emerging need for solutions that address holistic application health. As more companies focus on digital to engage with their customers, the reliability of their applications is essential.
The global bug-tracking software market is expected to reach over $600 million by 2026 with an annual growth rate of almost 10%. Further, the company has also opened another office in Denver in early 2023, expanding its regional presence, and has announced additional functionality in its platform, all of which bodes well for Sentry's future.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Some candidates hear
back within 2 weeks
28% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
May 2022
$90m
SERIES E
Feb 2021
$60m
SERIES D
Total funding: $216.5m
Company benefits
- Competitive Compensation + Equity
- 401k Plan
- Medical, Dental, Vision Insurance
- Commuter Stipend
- Professional Development Stipend
- Health & Wellness Benefits
- Charitable Matching Program
- Flexible PTO
- Paid Parental Leave
Company values
- Pixels matter - We understand that the difference between a good product and a great one is in the finer details. We take extra care to get everything right, down to the last pixel
- Feedback is priceless - White lies help no one. We give each other constructive, respectful, and sincere feedback for the best collective outcome and most personal growth. (On our work, that is. We'll keep opinions on your floral-patterned pants to ourselves)
- Step by step - We don't expect to get things right the first time around. We do our best work by iterating: making small changes, measuring impact, and trying again (and again, and sometimes again)
- For every developer - Sentry is a tool for everyone who codes. We strive to create a product that's accessible (and indispensable) to developers at any level, at companies big, small, and everything beyond and in between
- Work in progress - We know that we don't know everything. Nothing here is set in stone. We're still filling roles and writing rules, as a team. In the meantime, we embrace individual ownership, autonomy, and accountability
- Value people - We respect one another. We understand that success comes from a variety of backgrounds, experiences, skills, and opinions — not in spite of it. Even if we disagree on the route, we still push forward to the end
Company HQ
Financial District, San Francisco, CA
Articles
Leadership
David Cramer
(CTO)They started their career as a Software Engineer at Curse, before roles at Enthropia, Disqus, and Dropbox. Having co-founded Sentry in January 2012, they left Dropbox in 2015.
Chris Jennings
(Chief Creative Officer)They have been a Frontend Developer at AgencyTen, Director of Design and UX at Disqus and most recently a Product Designer at GitHub.
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