Developer Support Engineer (Agentic Ops & AI)
Provides advanced technical support for Sentry users, troubleshoots SDKs and bugs, and owns AI agents for scalable support including training, RAG optimization, and human-in-the-loop flows. Requires 4+ years experience, coding proficiency in Python/JS/Ruby, and AI literacy.
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.
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