Senior Technical Support Engineer

Sentry; United States; Remote; USD 120,000 - 180,000; Full time

Job summary

Sentry is seeking a Support Engineer where support is an engineering discipline. You will debug across code and systems, shaping automated resolution paths so humans touch only the most complex issues.

You’ll engage with developers on GitHub, Discord, and internal systems, acting as Technical Lead for Agentic Ops and building autonomous, high-fidelity support workflows.

Qualifications

• Experience debugging complex issues and root-cause analysis across polyglot environments.
• Ability to act as a strategic consultant for senior engineers at enterprise customers.
• Deep understanding of instrumenting applications with SDKs and frameworks.
• Experience bridging engineering issues with product teams using data-driven insights.
• Familiarity with autonomous/agentic operations or AI-native support concepts.

Responsibilities

• Master the Sentry ecosystem and support elite developers.
• Perform deep-dive debugging and root-cause analysis on complex issues.
• Serve as a strategic consultant for senior engineers at large enterprises.
• Troubleshoot SDK implementations to instrument complex frameworks.
• Provide feedback loops to product teams using system data.
• Assist in engineering agentic operations and autonomous resolution paths.
• Develop tooling and context for agents using MCP and internal APIs.
• Apply Seer philosophy to elevate support from a Help Desk to autonomous resolution.

Skills

Root-cause analysis

Distributed tracing

SDK debugging

Customer consulting

Automation & AI

Tools

Sentry SDKs

MCP (Model Context Protocol)

Job description

About SentrySoftware runs the world and the pace is faster than ever. Sentry helps developers fix errors and performance issues before users notice, so teams can spend less time firefighting and more time building.Trusted by 200,000+ organizations, Sentry is today’s application monitoring standard and our team is building its AI-native future.

About the Role

At Sentry, Support is an engineering discipline. Our customers are the greatest technical minds in the world—developers at elite enterprises building the future of software—and they deserve answers that go deeper than a knowledge base link.We are architecting the Technical Support engine. We’re looking for a veteran engineer to help us redefine the standard of technical support by combining deep human expertise with autonomous agentic systems. You are a debugger of both code and systems. You will treat support volume as a data signal to build automated resolution paths, ensuring our human engineers only touch the most complex, high-impact architectural puzzles.Sentry Support Engineers aren't just clearing queues; they are Orchestrators. You will engage with our users across GitHub, Discord, and our internal systems, while acting as the Technical Lead for our Agentic Ops. You ensure that when a developer asks a complex question, our systems have the right context and a seamless "Human-in-the-Loop" path to you when deep, nuanced expertise is required.

In this role you will

• Master the Sentry Ecosystem
• Support Elite Developers
• Deep-Dive Debugging: Perform root-cause analysis on complex issues and distributed tracing gaps across polyglot environments.
• Support the Great Minds: Act as a strategic consultant for senior engineers at our largest enterprise customers, solving high-stakes architectural challenges that push the boundaries of observability.
• Troubleshoot SDK Implementations: Go deep into the source code of Sentry’s SDKs to help developers instrument complex frameworks and custom environments.
• Engineering Feedback Loop: Serve as the bridge between the world's best developers and our product teams, using data from your systems to prioritize high-impact platform fixes.
• Engineer Agentic Operations (The Scaling Engine)
• Deterministic Support Paths: Engineer the logic that powers our support agents, moving beyond probabilistic guesses to high-fidelity, autonomous resolutions.
• Knowledge Engineering: Build the right context into our systems so they can resolve issues consistently and indefinitely.
• Agentic Tooling Development: Use MCP (Model Context Protocol) and Sentry’s internal APIs to build "skills" for our agents, allowing them to perform complex lookups or state-checks autonomously.
• The Seer Philosophy: We’ve already proven AI can handle autonomous production fixes with Seer. You will apply that same philosophy to the support lifecycle—moving us from a 'Help Desk' to an 'Autonomous Resolution Engine.'

You’ll love this job if

You’ll love this job ifYou love eliminating Non-scalable effort: you enjoy automating repetitive work and