engineering
Posted 3 hours agoTechnical Support Engineer
at Sentry
San Francisco, United StatesRemote
Responsibilities
- Engineer Agentic Operations (The Scaling Engine) - Deterministic Support Paths: Engineer the logic that powers our support agents, moving beyond probabilistic guesses to high-fidelity, autonomous resolutions.
Requirements
- Trusted by 200,000+ organizations, Sentry is today’s application monitoring standard and our team is building its AI-native future.
- 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 engage with our users across GitHub, Discord, and our internal systems, while acting as the Technical Lead for our Agentic Ops.
- IN THIS ROLE YOU WILL Master the Sentry Ecosystem & Support Elite Developers - Deep-Dive Debugging: Perform root-cause analysis on complex issues and distributed tracing gaps across polyglot environments.
- - The Seer Philosophy: We’ve already proven AI can handle autonomous production fixes with Seer.
- - You’re a Full-Stack Troubleshooter: You enjoy jumping from a React frontend issue to a Python backend trace to a CI/CD pipeline failure in a single afternoon - You Value Evidence-Based Support: You prefer looking at data trends over anecdotal evidence to decide where to build automation next.
- - You’re a Developer Advocate: You want to guide the industry on how elite engineers and AI co-exist in a high-density technical ecosystem.
- - Are excited about using AI to improve customer experiences; not replace human expertise.
- experience in technical support engineering, systems engineering, or software development, with a track record of solving high-complexity SaaS problems. - Strong Coding Foundations: Mastery of Python, JavaScript, Java, or Ruby.
- You are comfortable reading SDK source code and identifying bugs in production-level repositories.
- - Systems Depth: Deep understanding of distributed systems, microservices, APIs, and the "path of a pixel" from frontend to database.
- - AI & Automation Literacy: Practical familiarity with LLM orchestration (RAG, context windows, system prompts) and a critical eye for where AI succeeds versus where it requires human intervention.
- - Exceptional Communication: The ability to explain complex architectural concepts to a human and write precise "system instructions" for an AI. BONUS
- QUALIFICATIONS - Open Source Contributor: An active presence on GitHub or
Experience
- QUALIFICATIONS - 4+ years of
Additional details
- ABOUT SENTRY Software runs the world and the pace is faster than ever.
- Sentry helps developers fix errors and performance issues before users notice, so teams can spend less time firefighting and more time building.
- ABOUT THE ROLE 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.
- This role is designed to provide APAC coverage to our users; Sunday through Thursday 4PM-12AM PST.
- 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 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.
- - Support the Great Minds: Act as a strategic consultant for senior engineers at our largest enterprise customers, solving high-stakes architectural challenges that push the boundaries of observability.
- - Engineering Feedback Loop: 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.