Senior Technical Support Engineer
Provides advanced technical support to enterprise developers by debugging complex SaaS, SDK, and observability issues. The role also engineers AI-enabled support automation using coding, systems expertise, APIs, and LLM orchestration.
About the job
Responsibilities
- Perform root-cause analysis on complex issues and distributed tracing gaps across polyglot environments.
- Advise senior engineers at enterprise customers on high-stakes architectural and observability challenges.
- Troubleshoot Sentry SDK implementations by reading source code and addressing complex frameworks and custom environments.
- Bridge customer and product teams, using support data to prioritize high-impact platform fixes.
- Engineer deterministic support paths and automation for autonomous issue resolution.
- Build knowledge context that enables support systems to resolve issues consistently.
- Use MCP (Model Context Protocol) and internal APIs to build agent capabilities for complex lookups and state checks.
- Engage with users through GitHub, Discord, and internal systems.
- Create documentation and precise system instructions for AI-supported workflows.
Requirements
- 5–8+ years of experience in technical support engineering, systems engineering, or software development, solving complex SaaS problems.
- Strong coding foundations in Python, JavaScript, Java, or Ruby.
- Experience reading SDK source code and identifying bugs in production repositories.
- Deep understanding of distributed systems, microservices, APIs, and end-to-end application request paths.
- Practical familiarity with LLM orchestration, including RAG, context windows, and system prompts.
- Ability to explain complex architectural concepts clearly and write precise AI system instructions.
Nice-to-haves
- Active GitHub presence or experience maintaining open-source libraries.
- Previous full-time software development experience.
Compensation and Benefits
- Hybrid role based in Australia, with Monday–Friday coverage from 9:00 AM to 5:00 PM AEST and overlap with the San Francisco headquarters.
Skills
Python, JavaScript, Java, Ruby, Distributed Systems, Microservices, APIs, Llm Orchestration, RAG, Mcp, GitHub, SDKs, Sentry
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