Senior Manager, Support Engineering

Sentry•San Francisco, CA

11d•$160,000 - $180,000

About The Position

Sentry is seeking a Senior Manager to lead their Support Engineering team. This role is responsible for managing a team of Technical Support Engineers who handle a wide range of customer issues, from SDK questions to production incidents for enterprise clients. The manager will also play a key role in driving the use of AI in support operations, ensuring the effectiveness and accuracy of AI-assisted support systems. This is a hands-on leadership position involving people management, strategy development, customer interaction, and direct ticket involvement when necessary.

Requirements

8+ years in technical support, support engineering, or software engineering at a SaaS or developer tools company.
3+ years managing technical support engineers, including hiring and growing a team.
Technically credible with senior engineers, comfortable reading code in Python, JavaScript/TypeScript, Java, or Ruby, and debugging across frontend, backend, and infrastructure.
Solid understanding of distributed systems, APIs, and observability tools (errors, tracing, logs).
Hands-on experience running AI or automation in a support organization, with an understanding of its failure modes.
Track record of using support data to drive product and process changes.
Clear, direct written communication skills for customers, executives, and engineers.

Nice To Haves

Experience at a developer tools or observability company.
Former software engineer.
Managed a team spread across multiple time zones.
Open source contributor or maintainer.

Responsibilities

Lead and grow the team of Technical Support Engineers.
Manage and coach the team, setting clear expectations for technical depth, response quality, and ownership.
Design a coverage model that works across time zones, including on-call and escalation paths.
Build career paths for Support Engineers.
Own and report on core support metrics such as CX, time to resolution, and escalation rate.
Identify top drivers of support tickets and work to fix them in the product, documentation, operations, or SDKs.
Own the roadmap for support agents, defining request types, context needed, and handoff processes.
Set the quality bar for agent answers and establish processes for quality control.
Determine where automation is beneficial and where it is not, based on data.
Run the escalation process with Engineering, ensuring bugs are reported with necessary details and customers receive feedback.
Act as the support lead for high-stakes enterprise issues, collaborating with Customer Success, Solutions Engineering, and Sales.
Communicate customer pain points to Product and Engineering, supported by data.