Senior Manager, AI-Driven Support Engineering

Sentry; San Francisco (CA); On-site; USD 160,000 - 180,000; Full time

Benefits offered by this job

Commuter Stipend

Professional Development Stipend

Flexible PTO

Charitable Matching Program

You work, we pay. You take time off,?e

Job summary

Sentry is hiring a Senior Manager to lead Support Engineering. You will run the team that handles everything from a single developer's SDK question to a production incident at enterprise customers. You’ll shape how AI is used in support and drive the right systems, processes, and metrics across time zones.

This is a hands‑on leadership role where you’ll manage people, set strategy, and engage with customers while also addressing critical escalations with Engineering and Sales.

Qualifications

• 8+ years in technical support, support engineering, or software engineering at a SaaS or developer tools company.
• 3+ years managing technical support engineers, including hiring and growing a team.
• 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.

Responsibilities

• Lead and grow the team of Technical Support Engineers.
• Set expectations for technical depth, response quality, and ownership, and give direct feedback.
• Design a coverage model 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 into other teams.
• Own and report the team's core metrics: CX, time to resolution, escalation rate, and more.
• Decide where automation is worth building and where it isn't, based on data.
• Own the roadmap for our support agents: which request types they handle, what context they need, and when they hand off to a person.

Skills

Technical leadership

Distributed systems

APIs & observability

AI in support

Data-driven decisions

Executive communication

Tools

Automation tools

AI systems

Job description

Sentry is hiring a Senior Manager to lead Support Engineering. You will run the team that handles everything from a single developer's SDK question to a production incident at enterprise customers. You’ll shape how AI is used in support and drive the right systems, processes, and metrics across time zones.

This is a hands‑on leadership role where you’ll manage people, set strategy, and engage with customers while also addressing critical escalations with Engineering and Sales.