The opportunity
At Sentry, Support is an engineering discipline. Our customers are developers, and they expect answers from people who can read their stack trace, open the SDK source, and tell them what's actually wrong.
What you'll do
Manage and coach a team of Technical Support Engineers
Set clear expectations for technical depth, response quality, and ownership, and give direct feedback
Design a coverage model that works across time zones, including on-call and escalation paths
Build career paths for Support Engineers who want to go deeper technically,: move into management, or move into different teams and practices
Own and report the team's core metrics: CX, time to resolution, escalation rate, and more
Use support conversations as a signal: find the top drivers of tickets and get them fixed in the product, the docs, internal operations, or the SDKs, not just answered faster
What they're looking for
- + years in technical support, support engineering, or software engineering at: a SaaS or developer tools company
- + years managing technical support engineers, including hiring and growing a team
- Technically credible with senior engineers: comfortable reading code in at least a few of Python, JavaScript/TypeScript, Java, or Ruby, and debugging across frontend, backend, and infrastructure
- Solid understanding of distributed systems, APIs, and how observability tools: (errors, tracing, logs) fit into them
- Hands-on experience running AI or automation in a support org, and a clear view of its failure modes
- Track record of using support data to drive product and process changes
- Clear, direct written communication with customers, executives, and engineers
- Experience at a developer tools or observability company