Senior Support Engineering Manager

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

• At Sentry, Support is an engineering discipline. Our customers are developers, and they expect answers from people who can read their stack trace, open the SDK source, and tell them what’s actually wrong
• We’re hiring a Senior Manager to lead Support Engineering. You’ll run the team that handles everything from a single developer’s SDK question to a production incident at one of our largest enterprise customers. You’ll also help drive how we use AI in support: what systems are used, how they best help customers, enable the teams, and how we know the answers they give are right and forward looking
• This is a hands‑on leadership role. You’ll manage people, set the support strategy, get face to face time with customers, while also getting into tickets when it matters
• Lead and grow the team
• Manage and coach a team of Technical Support Engineers
• Set clear expectations for technical depth, response quality, and ownership, and give direct feedback
• Design a coverage model that works 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 move into different teams and practices
• Own support outcomes
• Own and report the team’s core metrics: CX, time to resolution, escalation rate, and more
• Use support conversations as a signal: find the top drivers of tickets and get them fixed in the product, the docs, internal operations, or the SDKs, not just answered faster
• Run AI‑assisted support
• Own the roadmap for our support agents: which request types they handle, what context they need, and when they hand off to a person
• Set the quality bar for agent answers and the process for catching incomplete ones
• Decide where automation is worth building and where it isn’t, based on data
• Handle escalations and partner across Sentry
• Run the escalation process with Engineering: make sure bugs reach the right team with a reproduction and clear impact, and that customers hear back
• Be the support lead on high‑stakes enterprise issues, working with Customer Success, Solutions Engineering, and Sales
• Bring a clear picture of customer pain to Product and Engineering, backed by numbers

Benefits

• 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

• Want to build the team and the systems at the same time
• Can debug a tricky SDK issue yourself and also explain to a VP why their incident took four hours
• Would rather fix the cause of 200 tickets than answer them faster
• Think great support is an engineering problem, not a staffing problem
• Have strong opinions on where AI helps in support and where it makes things worse, and be willing to discuss this at length
• 8+ years in technical support, support engineering, or software engineering at a SaaS or developer tools company
• Technically credible with senior engineers: comfortable reading code in at least a few of Python, JavaScript/TypeScript, Java, or Ruby, and debugging across frontend, backend, and infrastructure
• Track record of using support data to drive product and process changes
• Solid understanding of distributed systems, APIs, and how observability tools (errors, tracing, logs) fit into them
• 3+ years managing technical support engineers, including hiring and growing a team
• Hands‑on experience running AI or automation in a support org, and a clear view of its failure modes
• Clear, direct written communication with customers, executives, and engineers
• Experience at a developer tools or observability company
• Former software engineer
• Managed a team spread across multiple time zones
• Open source contributor or maintainer