Head of Global Technical Support, Sentry
$185-240k
+ Incentive compensation, + Equity grants
Error tracking and app monitoring software
Job no longer available
Error tracking and app monitoring software
201-500 employees
Job no longer available
$185-240k
+ Incentive compensation, + Equity grants
201-500 employees
Company mission
To empower developer teams to build their best possible software, more quickly and easily.
Role
Who you are
- Are passionate about customers’ experience and their success using Sentry
- Geek out on the technical problems Sentry solves for customers
- Strongly believe that support has the best insights on how to improve the products and love advocating on behalf of customers
- See the potential in people and love developing people and building great teams
- Are excited by the possibility of leveraging AI to transform the legacy Support model
- Naturally volunteer to lead initiatives to address the most critical, challenging problems
- 8+ years of experience in a technical support management role, with at least 3 years in a leadership capacity managing managers
- Coding experience
- Proven experience building and scaling a support organization for a high-growth B2B highly technical SaaS solution
- A deep understanding of the software development lifecycle and the tools used by modern engineering teams
- Demonstrated experience with AI in a support context, including implementing and optimizing AI-powered support tools and workflows
- Strong analytical skills with the ability to use data to drive decisions and measure success
- Excellent communication and interpersonal skills, with the ability to effectively interact with customers, team members, and senior leadership
- A passion for problem-solving and a track record of successfully managing complex customer escalations
- Experience with ticketing systems (e.g., Zendesk, Salesforce Service Cloud) and other support-related tools
- A Bachelor's degree in a technical field or equivalent practical experience
What the job involves
- Ready to put your stamp on the future of developer support
- Sentry is on a mission to help developers write better software faster
- As our Head of Global Technical Support, you won't just be leading a team; you'll be a key architect of a support experience that's as innovative as our products
- We're looking for a leader to help us build and execute the vision and strategy for a support organization that combines a world-class support team with cutting edge AI technology to transform the customer experience and drive increased product value
- This is a great opportunity to iterate with emerging AI technology, introduce new product feedback processes, identify and nurture top talent, build on Sentry's already vibrant culture to create a fun and challenging environment where teamwork thrives, and everyone is passionate about delighting our customers
- You'll oversee day-to-day support operations, jump in on escalations and incidents, and provide the kind of product insights that can only come from a team that lives and breathes thousands of customer interactions
- If you're excited to build, lead, and innovate, this is the role for you
- Manage, develop, and lead Sentry’s global support team made up of a Technical Support Team in Europe and two teams of Technical Support Engineers and Customer Service Representatives in North America, responsible for supporting Sentry’s 100,000+ Customers
- Collaborate with Sentry leadership to develop and execute a comprehensive vision and strategy for global technical support, with a strong emphasis on expanding support’s scope and impact, leveraging data and AI to improve the customer experience, developing Sentry product experts, and bubbling up trending product insights
- Continue to expand the scope and impact of the support org to deliver more value; examples are increased engagement with sales led customers, 24x7 support, social/Discord support etc
- Establish, monitor, and report on key performance indicators (KPIs) to ensure the team is delivering responsive, expert-level support
- Champion the voice of the customer, providing invaluable insights to the product and engineering teams based on the thousands of customer interactions handled by the support team
- Effectively integrate our Knowledge-Centered Service (KCS) program with AI
- Identify resource needs, create and execute on a hiring plan, and ensure the successful onboarding and continuous professional development of all team members
- Act as a point of escalation for high priority customer issues and incidents, providing leadership and guidance to ensure swift resolution
- Foster and build upon Sentry's strong culture to create a challenging and fun work environment that promotes teamwork and a genuine passion for delighting customers
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 organisations 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 opened another office in Denver in early 2023, expanding its regional presence, as it continues to broaden its market presence.
Freddie
Company Specialist at Welcome to the Jungle
Insights
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 HQ
Financial District, San Francisco, CA
Leadership
David Cramer
(Co-Founder & CPO)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
(Co-Founder & 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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