Technical Support Engineer

About the role

Sentry is building an AI‑native future for application monitoring and needs a senior Technical Support Engineer to shape its next‑generation support engine. You will combine deep debugging expertise with autonomous agentic systems to turn support volume into data‑driven automation.

Key responsibilities

• Perform root‑cause analysis on complex, polyglot issues and distributed tracing gaps across customer environments.
• Engineer deterministic support paths and knowledge‑engineered context for autonomous resolution agents.
• Develop and maintain “skills” for internal AI agents using Model Context Protocol (MCP) and Sentry APIs.
• Act as a strategic consultant for senior engineers at enterprise customers, guiding SDK instrumentation and architectural decisions.
• Provide feedback to product teams, turning real‑world data into high‑impact platform fixes.

Required profile

• 4+ years in technical support engineering, systems engineering, or software development solving high‑complexity SaaS problems.
• Strong communication skills to explain intricate architectural concepts to both humans and AI systems.
• Evidence‑based mindset, preferring data trends to drive automation priorities.
• Passion for eliminating non‑scalable effort through automation and AI integration.

Required skills

• Python
• JavaScript
• Java
• Ruby
• Distributed systems, microservices and API architectures