Senior Technical Support Engineer

Sentry • San Francisco, CA

98d • $105,000 - $130,000

About The Position

At Sentry, our customers are software developers - solving their problems is often complex and challenging, and requires 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 engage with our SaaS users in these channels and the Customer Support Management System to help solve our customer’s problems and guide folks toward optimal usage. We're looking for someone with a coding background who is passionate about engaging your customers and ensuring they have a great experience. 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.

Requirements

• 8+ years of experience in technical customer support or similar roles in software/SaaS, with direct responsibility for troubleshooting, product guidance, and ensuring customer success
• Experience with Python and/or JavaScript, or other dynamic programming languages (e.g., Ruby, PHP). Exposure to additional paradigms such as strongly typed or compiled languages (e.g., Java, C#, C++) is a plus
• 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)
• Demonstrated coding experience through internships, personal projects (GitHub), or coding competitions
• Excellent written and oral communication skills

Nice To Haves

• Open Source contributions
• Prior experience working as a software developer

Responsibilities

• Become a Sentry product expert
• Answer inbound Support requests about Sentry's product and usage of our SDK's
• Contribute to our community and social support channels
• Triage, reproduce and report product bugs as well monitor 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 business hours
• Participate in on-call rotation for after-hours, holiday, and weekend support coverage

Benefits

• Eligible to participate in Sentry’s employee benefit plans/programs applicable to the candidate’s position (including incentive compensation, equity grants, paid time off, and group health insurance coverage)

What This Job Offers

• Number of Employees: 251-500 employees