Technical Support Engineer
sentryUSAFull Time3w ago
JavaScriptPythonJavaRubyGoReactCI/CDLLMAIMicroservicesSaaSOperations
Job description
Technical Support Engineer at sentry.
About the role
Sentry is building an AI-native future for application monitoring, helping developers resolve performance issues and errors. We treat support as an engineering discipline, focusing on deep technical problem-solving rather than basic ticket management. This role requires an engineer to provide APAC coverage while working from our San Francisco office.
Key facts
What you'll do
- Conduct root-cause analysis on complex distributed tracing and performance issues across diverse environments.
- Provide strategic technical guidance to senior engineers at enterprise companies regarding observability and architecture.
- Debug Sentry SDK source code to assist customers with complex framework instrumentation.
- Act as a bridge between users and product teams by using support data to influence platform improvements.
- Build and maintain deterministic support paths to power autonomous agentic systems.
- Develop skills for AI agents using MCP and internal APIs to enable autonomous troubleshooting.
- Transform the support lifecycle into an autonomous resolution engine by applying the Seer philosophy.
Requirements
- 4+ years of experience in software development, systems engineering, or technical support for complex SaaS products.
- Proficiency in Python, JavaScript, Java, or Ruby, with the ability to read and debug production-level SDK code.
- Strong understanding of microservices, distributed systems, and API architectures.
- Practical experience with LLM orchestration, including RAG and system prompts.
- Ability to communicate complex architectural concepts clearly and write precise instructions for AI systems.
- Availability for the required shift: Sunday through Thursday, 4 PM to 12 AM PST.
Nice to have
- Experience as a full-time software developer.
- History of contributing to or maintaining open-source projects on GitHub.
Skills & tools
- Python, JavaScript, Java, Ruby
- Distributed systems and microservices
- LLM orchestration and RAG
- Model Context Protocol (MCP)
- GitHub and Discord
Practical notes
This is a hybrid role based in San Francisco. The schedule is Sunday through Thursday, 4 PM to 12 AM PST to provide APAC coverage. Sentry provides reasonable accommodations for candidates with disabilities; inquiries can be sent to accommodations@sentry.io.