Technical Support Engineer
Technical Support Engineer building an autonomous AI-powered resolution engine for Sentry's observability platform. Debug complex SDK and distributed systems issues for elite developers while engineering agentic tooling, LLM orchestration, and feedback loops to product teams. 4+ years experience required with strong coding and systems depth.
About the job
Responsibilities
- Master the Sentry Ecosystem & Support Elite Developers
- 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.
- Troubleshoot SDK Implementations: Go deep into the source code of Sentry’s SDKs.
- Serve as the bridge between developers and product teams, using data to prioritize high-impact platform fixes.
- Engineer Agentic Operations: Engineer the logic that powers our support agents for high-fidelity, autonomous resolutions.
- Build context into systems for consistent issue resolution.
- Use MCP (Model Context Protocol) and Sentry’s internal APIs to build "skills" for agents.
- Apply AI philosophy to move from "Help Desk" to an "Autonomous Resolution Engine."
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. Comfortable reading SDK source code and identifying bugs.
- 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 critical eye for AI capabilities.
- Exceptional communication skills to explain complex concepts to humans and write precise instructions for AI.
Nice-to-Haves
- Open Source Contributor: Active presence on GitHub or experience maintaining open-source libraries.
- Former Software Developer with experience in the trenches.
- Love eliminating non-scalable effort and automating repetitive work.
- Enjoy jumping between React frontend, Python backend, and CI/CD issues.
- Value evidence-based support using data trends.
- Passion for developer advocacy and using AI to improve (not replace) human expertise.
- Believe great documentation is as valuable as great code.
Skills
Python, JavaScript, Java, Ruby, Distributed Systems, Microservices, APIs, Llm Orchestration, RAG, Mcp, Sdk Troubleshooting, Debugging, GitHub
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