Senior Technical Support Engineer

Bad software is everywhere, and we’re tired of it. Sentry is on a mission to help developers write better software faster so we can get back to enjoying technology.

With more than $217 million in funding and 100,000+ organizations that believe we’re on to something, we're building performance and error monitoring tools that help companies like Disney, Microsoft, and Atlassian spend less time fixing bugs and more time building products.

Sentry embraces a hybrid work model, with Mondays, Tuesdays, and Thursdays set as in-office anchor days to encourage meaningful collaboration. If you like to selfishly build things that make your digital life better, come help us build the next generation of software monitoring tools.

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 Git Hub 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.

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 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 business hours

Participate in on-call rotation for after-hours, holiday, and weekend support coverage

You believe that things should "just work" (and you're a natural tinkerer who wants to make that happen for our customers!)

You're driven by the joy customers get from using your products

Passion for developer tools or open source

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

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

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 (Git Hub), or coding competitions

Excellent written and oral communication skills

Prior experience working as a software developer

The base salary range (or hourly wage range, if applicable) that Sentry reasonably expects to pay for this position is $105,000 to $130,000. A successful candidate’s actual base salary (or hourly wage) amount will be determined by a variety of relevant factors including, without limitation, the candidate’s work location, education, work and other relevant experience, skills, and job-related knowledge. A successful candidate will be eligible to participate in Sentry’s employee benefit plans/programs…