Senior Support Eng. Manager — AI-Driven, Enterprise

Sentry; United States; On-site; USD 180,000 - 240,000; Full time

Benefits offered by this job

Competitive Compensation + Equity

Medical, Dental, Vision Insurance

Commuter Stipend

Professional Development Stipend

Health & Wellness Benefits

Charitable Matching Program

Flexible PTO

Paid Parental Leave

401k Plan

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 production incidents for enterprise customers.

You’ll guide how AI is used in support, set strategy, engage with customers, and influence product and docs. This is a hands-on leadership role requiring managing people, developing a coverage model, and owning critical support metrics and outcomes.

Qualifications

• 8+ years in technical support, support engineering, or software engineering at a SaaS or developer tools company.
• Technically credible with senior engineers: reading code in Python, JavaScript/TypeScript, Java, or Ruby and debugging across frontend, backend, and infrastructure.
• Hands-on experience running AI or automation in a support org and understanding its failure modes.
• Experience at a developer tools or observability company.

Responsibilities

• Lead and grow the team.
• Manage and coach a team of Technical Support Engineers.
• Set clear expectations for technical depth, response quality, and ownership, with direct feedback.
• Design a coverage model across time zones, including on-call and escalation paths.
• Build career paths for engineers to deepen technically, move into management, or switch teams.
• Own support outcomes and report the team’s core metrics (CX, time to resolution, escalation rate).
• Drive product and process improvements by using support data as signals.

Skills

Team leadership

AI in support

Code literacy

Cross-time-zone management

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 production incidents for enterprise customers.

You’ll guide how AI is used in support, set strategy, engage with customers, and influence product and docs. This is a hands-on leadership role requiring managing people, developing a coverage model, and owning critical support metrics and outcomes.