# Technical Support Engineer

**Company:** [Sentry](https://hotfix.jobs/companies/sentry)
**Location:** Toronto, Canada, Ontario, Canada
**Role:** Support Engineering
**Salary:** CA$100k – CA$125k/yr
**Experience:** 4+ years
**Skills:** Python, JavaScript, Java, Ruby, Distributed Systems, Microservices, APIs, Llm Orchestration, RAG, Mcp, GitHub, SDKs, CI/CD
**Posted:** 2026-06-10

> 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.

## Job Description

## 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.

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**Canonical:** https://hotfix.jobs/jobs/e2b4c9e4-8d21-418c-860d-d0bcf78e29c1