Technical Support Engineer
Provides advanced technical support for enterprise developers by debugging SDKs, distributed systems, and observability issues. The role also engineers agentic support operations using coding, APIs, knowledge engineering, and LLM orchestration.
About the job
Responsibilities
Master the Sentry Ecosystem and 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 enterprise customers, solving high-stakes architectural challenges related to observability.
- Troubleshoot SDK implementations by examining source code and helping developers instrument complex frameworks and custom environments.
- Serve as a bridge between developers and product teams, using support data to prioritize high-impact platform fixes.
Engineer Agentic Operations
- Engineer deterministic logic for support agents to enable high-fidelity, autonomous resolutions.
- Build and maintain knowledge context so systems can resolve issues consistently.
- Use MCP (Model Context Protocol) and internal APIs to build agent skills for complex lookups and state checks.
- Apply autonomous-resolution practices to the support lifecycle.
Qualifications
- 4+ years of experience in technical support engineering, systems engineering, or software development, with a track record of solving complex SaaS problems.
- Strong coding foundations in Python, JavaScript, Java, or Ruby; comfortable reading SDK source code and identifying production bugs.
- Deep understanding of distributed systems, microservices, APIs, and end-to-end application paths from frontend to database.
- Practical familiarity with LLM orchestration, including RAG, context windows, and system prompts.
- Ability to explain complex architectural concepts clearly and write precise system instructions for AI.
Nice-to-Haves
- Active GitHub presence or experience maintaining open-source libraries.
- Previous full-time software development experience.
Compensation and Benefits
- Base salary range: $100,000–$125,000 CAD.
- Eligibility for employee benefit plans, including incentive compensation, equity grants, paid time off, and group health insurance coverage.
Skills
Python, JavaScript, Java, Ruby, Distributed Systems, Microservices, APIs, Llm Orchestration, RAG, Mcp, GitHub, SDKs, CI/CD
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