Closed: Technical Support Engineer at Sentry

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."

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.

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.