Sentry
Technical Support Engineer (4PM-12AM PST)
San Francisco, California · Full-time
Sponsorship not specifiedDetected 13 days ago
JavaScriptPythonJavaReactDistributed SystemsFull-Stack DevelopmentGitCI/CDLLMsRAGAI OrchestrationCustomer SupportSystems EngineeringCommunication
About the role
- with the shift being Sunday through Thursday 4PM-12AM PST.
- You are a debugger of both code and systems.
Responsibilities
- Master the Sentry Ecosystem & Support Elite Developers
- Deep-Dive Debugging: Perform root-cause analysis on complex issues and distributed tracing gaps across polyglot environments.
- 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 Value Evidence-Based Support: You prefer looking at data trends over anecdotal evidence to decide where to build automation next.
Requirements
- 4+ years of experience in technical support engineering, systems engineering, or software development, with a track record of solving high-complexity SaaS problems.
- You are comfortable reading SDK source code and identifying bugs in production-level repositories.
- Exceptional Communication: The ability to explain complex architectural concepts to a human and write precise "system instructions" for an AI.
- The ability to explain complex architectural concepts to a human and write precise "system instructions" for an AI.
- You ensure that when a developer asks a complex question, our systems have the right context and a seamless "Human-in-the-Loop" path to you when deep, nuanced expertise is required.
- 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
- 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.
- 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.
Nice to have
- Open Source Contributor: An active presence on GitHub or experience maintaining open-source libraries.
Skills
- Go deep into the source code of Sentry's SDKs to help developers instrument complex frameworks and custom environments.
- Deep understanding of distributed systems, microservices, APIs, and the "path of a pixel" from frontend to database.
- Software should be accessible.
- That starts with making our industry accessible.
- Want to learn more about how Sentry handles applicant data?
Company info
- Our customers are the greatest technical minds in the world-developers at elite enterprises building the future of software-and they deserve answers that go deeper than a knowledge base link.
- 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.
Equal opportunity
- Sentry is committed to providing equal employment opportunities to its employees and candidates for employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other legally-protected characteristic. This commitment includes the provision of reasonable accommodations to employees and candidates for employment with physical or mental disabilities who require such accommodations in order to (a) perform the essential functions of their jobs, or (b) seek employment with Sentry. We strive to build a diverse team, with an inclusive culture where every teammate can thrive. Sentry is an open-source company because we believe that everyone, everywhere, should have the ability and tools to make great software. Software should be accessible. That starts with making our industry accessible.
- If you need assistance or an accommodation due to a disability, you may contact us at accommodations@sentry.io.
- Sentry is committed to providing equal employment opportunities to its employees and candidates for employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other legally-protected characteristic.
- This commitment includes the provision of reasonable accommodations to employees and candidates for employment with physical or mental disabilities who require such accommodations in order to (a) perform the essential functions of their jobs, or (b) seek employment with Sentry.
Visa & Work Authorization
- candidates for employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other legally-protected
This listing is sourced directly from Sentry's careers page and normalized into a canonical job model.