Technical Support Engineer

📋 Description

• • Master the Sentry Ecosystem & Support Elite Developers
• • Deep-Dive Debugging: Perform root-cause analysis on complex issues and distributed tracing gaps across polyglot environments.
• • Support the Great Minds: Act as a strategic consultant for senior engineers at our largest enterprise customers, solving high-stakes architectural challenges that push the boundaries of observability.
• • Troubleshoot SDK Implementations: Go deep into the source code of Sentry’s SDKs to help developers instrument complex frameworks and custom environments.
• • Engineering Feedback Loop: Serve as the bridge between the world's best developers and our product teams, using data from your systems to prioritize high-impact platform fixes.
• • Engineer Agentic Operations (The Scaling Engine)
• • Deterministic Support Paths: Engineer the logic that powers our support agents, moving beyond probabilistic guesses to high-fidelity, autonomous resolutions.
• • Knowledge Engineering: Build the right context into our systems so they can resolve issues consistently and indefinitely.
• • Agentic Tooling Development: Use MCP (Model Context Protocol) and Sentry’s internal APIs to build "skills" for our agents, allowing them to perform complex lookups or state-checks autonomously.
• • The Seer Philosophy: We’ve already proven AI can handle autonomous production fixes with Seer. You will apply that same philosophy to the support lifecycle—moving us from a "Help Desk" to an "Autonomous Resolution Engine".
• • You’ll Love This Job If
• • You love eliminating Non-scalable effort: you enjoy automating repetitive work and take pride in building systems that save time and effort.
• • You’re a Full-Stack Troubleshooter: You enjoy jumping from a React frontend issue to a Python backend trace to a CI/CD pipeline failure in a single afternoon
• • You Value Evidence-Based Support: You prefer looking at data trends over anecdotal evidence to decide where to build automation next.
• • You’re a Developer Advocate: You want to guide the industry on how elite engineers and AI co-exist in a high-density technical ecosystem.
• • Believe great documentation is as valuable as great code.
• • Are excited about using AI to improve customer experiences; not replace human expertise.
• • Qualifications
• • 4+ years of experience in technical support engineering, systems engineering, or software development, with a track record of solving high-complexity SaaS problems.
• • Strong Coding Foundations: Mastery of Python, JavaScript, Java, or Ruby. You are comfortable reading SDK source code and identifying bugs in production-level repositories.
• • Systems Depth: Deep understanding of distributed systems, microservices, APIs, and the "path of a pixel" from frontend to database.
• • AI & Automation Literacy: Practical familiarity with LLM orchestration (RAG, context windows, system prompts) and a critical eye for where AI succeeds versus where it requires human intervention.
• • Exceptional Communication: The ability to explain complex architectural concepts to a human and write precise "system instructions" for an AI.
• • Bonus Qualifications
• • Open Source Contributor: An active presence on GitHub or experience maintaining open-source libraries.
• • Former Software Developer: You’ve spent time in the trenches as a full-time dev and know exactly what keeps our customers up at night.