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SentrySentrySan Francisco, CA

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.

100k – 120k
Hybrid4+ YOESupport Engineering

About the role

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

PythonJavaScriptJavaRubyDistributed SystemsMicroservicesAPIsLlm OrchestrationRAGMcpSdk TroubleshootingDebuggingGitHub

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