Technical Support Engineer
About The Position
At Sentry, Support is an engineering discipline. Our customers are the greatest technical minds in the world—developers at elite enterprises building the future of software—and they deserve answers that go deeper than a knowledge base link. 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.
Requirements
- 4+ years of experience in technical support engineering, systems engineering, or software development, with a track record of solving high-complexity SaaS problems.
- Mastery of Python, JavaScript, Java, or Ruby. You are comfortable reading SDK source code and identifying bugs in production-level repositories.
- Deep understanding of distributed systems, microservices, APIs, and the "path of a pixel" from frontend to database.
- Practical familiarity with LLM orchestration (RAG, context windows, system prompts) and a critical eye for where AI succeeds versus where it requires human intervention.
- The ability to explain complex architectural concepts to a human and write precise "system instructions" for an AI.
Nice To Haves
- An active presence on GitHub or experience maintaining open-source libraries.
- You’ve spent time in the trenches as a full-time dev and know exactly what keeps our customers up at night.
Responsibilities
- Perform root-cause analysis on complex issues and distributed tracing gaps across polyglot environments.
- Act as a strategic consultant for senior engineers at our largest enterprise customers, solving high-stakes architectural challenges that push the boundaries of observability.
- Go deep into the source code of Sentry’s SDKs to help developers instrument complex frameworks and custom environments.
- 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 the logic that powers our support agents, moving beyond probabilistic guesses to high-fidelity, autonomous resolutions.
- Build the right context into our systems so they can resolve issues consistently and indefinitely.
- 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.
- Apply the "Seer" philosophy to the support lifecycle—moving from a "Help Desk" to an "Autonomous Resolution Engine."
Benefits
- Sentry is committed to providing equal employment opportunities to its employees and candidates for employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other legally-protected characteristic.
- This commitment includes the provision of reasonable accommodations to employees and candidates for employment with physical or mental disabilities who require such accommodations in order to (a) perform the essential functions of their jobs, or (b) seek employment with Sentry.
- We strive to build a diverse team, with an inclusive culture where every teammate can thrive.
- Sentry is an open-source company because we believe that everyone, everywhere, should have the ability and tools to make great software.
- Software should be accessible. That starts with making our industry accessible.
- If you need assistance or an accommodation due to a disability, you may contact us at [email protected].
- Want to learn more about how Sentry handles applicant data? Get the details in our Applicant Privacy Policy.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
