Developer Support Engineer (Agentic Ops & AI)

In this role you will

Master the Sentry Ecosystem

• Become a Platform Expert: Develop deep authority on Sentry’s features to guide customers through complex debugging workflows.
• Resolve Technical Inquiries: Answer inbound support requests with a focus on teaching and enabling developers.
• Troubleshoot SDK Implementations: Help developers instrument Sentry’s SDKs within their specific codebases and frameworks.
• Manage Bugs & Escalations: Triage and reproduce product bugs, serving as the bridge between customers and Engineering teams.

Pioneer AI-First Support

• Train our AI Agents: Manage the performance of our support bots (Triage, Billing, and Technical).
• Curate "AI-Ready" Knowledge: Write and structure documentation optimized for RAG.
• Design Human-in-the-Loop Flows: Define logic for AI handoffs to humans.
• Monitor & Refine: Review AI responses and fine-tune model performance.
• Handle Complex "Edge Cases": Step in as Solutions Architect for advanced issues.
• Drive Automation Strategy: Build systems to resolve issues proactively.

Qualifications

• 4+ years of experience in technical support or engineering, solving high-complexity SaaS problems.
• Strong Coding Foundations: Proficiency in Python, JavaScript, or Ruby.
• Modern Dev Stack Knowledge: Deep understanding of CI/CD, APIs, microservices, and observability/monitoring.
• AI Literacy: Familiarity with RAG, Context Windows, and System Prompts.
• Exceptional Communication: Explain complex concepts to humans and write precise AI instructions.

Bonus qualifications

• AI Ops Experience: Managing Vector Databases or fine-tuning LLMs.
• Open Source Contributor: Active on GitHub.
• Former Software Developer.

Compensation: Base salary range $110,000 - $150,000, plus benefits including incentive compensation, equity, PTO, and health insurance.